Technical Support Specialist II - Incident & Systems Lead

Fulton Schools; Atlanta (GA); On-site; USD 55,000 - 85,000; Full time

Job summary

Fulton County Schools seeks a Technical Support Specialist II to serve as a primary escalation point and operations leader across district departments. The role combines hands-on technical expertise with accountability for complex incident resolution and service delivery performance.

You'll deliver Tier 2 and 3 support via on-site, remote, and field channels, maintaining end-to-end ownership and driving improvements in reliability and user experience across district technologies.

Qualifications

• Associate's Degree in a closely related field or equivalent experience.
• CompTIA A+ certification is required.
• Minimum of 3 years of demonstrated relevant technical support or IT administration experience.
• Strong understanding of end-user devices, operating systems, and enterprise IT environments.

Responsibilities

• Manages the full lifecycle of incidents and service requests, including triage, documentation, troubleshooting, resolution, and closure.
• Escalates complex enterprise issues as appropriate while maintaining end-to-end ownership.
• Provides advanced troubleshooting and technical guidance to Tier 1 and 2 support.
• Maintains clear communication with stakeholders, ensuring transparency and timely updates.
• Supports and maintains network, endpoint, and system operations with accurate documentation.
• Participates in Technology Support operations across phone, remote, and field-based support environments.

Skills

End-user devices

Operating systems

Active Directory

Endpoint management

Service management

Incident prioritization

Troubleshooting

Communication skills

Critical thinking

Independent work

Customer service

Education

Associate's Degree in a closely related field or equivalent experience

Job description

Fulton County Schools seeks a Technical Support Specialist II to serve as a primary escalation point and operations leader across district departments. The role combines hands-on technical expertise with accountability for complex incident resolution and service delivery performance.

You'll deliver Tier 2 and 3 support via on-site, remote, and field channels, maintaining end-to-end ownership and driving improvements in reliability and user experience across district technologies.