Technical Support Specialist II, Service Desk

Fulton County Schools; Atlanta (GA); On-site; USD 54,000 - 81,000; Full time

Job summary

Fulton County Schools seeks a Technical Support Specialist II to provide technology support for end users through troubleshooting and problem solving. This position serves as the first point of contact for technical inquiries, managing support tickets and ensuring high-quality customer service. Candidates should demonstrate strong analytical, problem-solving, and communication skills, as well as a detail-oriented approach to tasks in a dynamic educational environment.

Qualifications

• Minimum of 3 years related experience in technical support or administration.
• Ability to manage and prioritize incidents and tasks.
• Experience responding to customer problems and requests with professionalism.

Responsibilities

• First point of contact for technical support issues.
• Creates and manages support request tickets.
• Provides on-site and remote support to users.

Skills

Analytical skills

Problem-solving skills

Communication skills

Customer focus

Detail-oriented

Education

Associate's Degree in a related field

Job description

Technical Support Specialist II, Service Desk

Join to apply for the Technical Support Specialist II, Service Desk role at Fulton County Schools

Technical Support Specialist II, Service Desk

Join to apply for the Technical Support Specialist II, Service Desk role at Fulton County Schools

Summary

The Technical Support Specialist II, Service Desk provides technology support for end users through troubleshooting and problem solving. This position serves as first point of contact for technical support issues and is responsible for creating and managing support request tickets. The incumbent in this position is responsible for providing on-site support, remote support, and answering help desk phone calls.

• Performs basic networking maintenance functions such as user creation and assignment of rights and permissions Creates, monitors, tracks, schedules, updates and closes District work orders within the ticketing system in a timely manner
• Answers and resolves help desk calls from local and remote users and offices
• Follows through to ensure problems are resolved and customers are updated
• Develops in-depth product knowledge in order to resolve customer questions and issues and contributes to the Knowledge Base
• Participates in client conference calls to obtain necessary data for resolution
• Communicates with customers at all levels of technical and non-technical skills sets Follows all SOPs and maintains SLAs Escalates support issues as needed
• Triages and accurately documents user support issues according to defined procedures, focusing on impact and urgency
• Acts as a liaison between customers, technical escalation teams and outside business partners, communicating technical information in layman’s terms
• Resolves incidents with known solutions (per the knowledgebase), according to support standards and defined procedures
• Escalates more involved issues to the appropriate Tier 2 and Tier 3 support teams, and outside business partners for expedient resolution
• Performs other duties as assigned by the appropriate administrator
  
  

Category: Technology

Job Function: Technology

Department: Student Information-Support

Summary

The Technical Support Specialist II, Service Desk provides technology support for end users through troubleshooting and problem solving. This position serves as first point of contact for technical support issues and is responsible for creating and managing support request tickets. The incumbent in this position is responsible for providing on-site support, remote support, and answering help desk phone calls.

Essential Duties

• Performs basic networking maintenance functions such as user creation and assignment of rights and permissions Creates, monitors, tracks, schedules, updates and closes District work orders within the ticketing system in a timely manner
• Answers and resolves help desk calls from local and remote users and offices
• Follows through to ensure problems are resolved and customers are updated
• Develops in-depth product knowledge in order to resolve customer questions and issues and contributes to the Knowledge Base
• Participates in client conference calls to obtain necessary data for resolution
• Communicates with customers at all levels of technical and non-technical skills sets Follows all SOPs and maintains SLAs Escalates support issues as needed
• Triages and accurately documents user support issues according to defined procedures, focusing on impact and urgency
• Acts as a liaison between customers, technical escalation teams and outside business partners, communicating technical information in layman’s terms
• Resolves incidents with known solutions (per the knowledgebase), according to support standards and defined procedures
• Escalates more involved issues to the appropriate Tier 2 and Tier 3 support teams, and outside business partners for expedient resolution
• Performs other duties as assigned by the appropriate administrator
  
  

Required Education

Associate's Degree in a related field or In lieu of degree, will consider 2 years of related technology experience per year of college (4 years)

Certification/Licensure

None required

Experience Qualifications

Minimum of 3 years of related experience including technical support or administration experience required

Knowledge/Skills/Abilities

• Ability to manage and prioritize incidents, requests, and tasks
• Solid analytical and problem-solving skills
• Ability to respond promptly to assigned tasks, support requests and incidents, phone calls, and emails
• Provide on-site, phone, and remote support as required
• Excellent communication, interpersonal, organizational, and presentation skills both written and verbal
• Able to work independently and as a team
• Self-motivated, detail-oriented, organized, innovative, efficient, multi-tasking, and vigilant
• Customer focused
• Experience responding to customer problems and requests on the phone and face-to-face with a high degree of professionalism
• Ability to multitask and handle multiple tasks, projects, and clients simultaneously
• Ability to respond to urgent requests and deadlines
  
  

Working Conditions

• Normal office environment
  
  

Physical Demands

• Routine physical activity associated with normal office environment
  
  

Posting ID: 32297

It is the policy of the Fulton County School System not to discriminate on the basis of race, color, sex, religion, national origin, age, or disability in any employment practice, educational program, or any other program, activity, or service. If you wish to make a complaint or request accommodation or modification due to discrimination in any program, activity, or service, contact Compliance Coordinator Gonzalo LaCava, 6201 Powers Ferry Rd, NW, Atlanta, Georgia 30339, or phone [phone].TTY 1-800-255-0135.

Nearest Major Market: Atlanta

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Education Administration Programs

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