Technical Support Specialist III, Strategy & Technology Support

Fulton Schools; Atlanta (GA); On-site; USD 85,000 - 130,000; Full time

Job summary

Fulton County Schools in Atlanta, GA seeks a Senior Technical Lead/Technical Support Specialist III to drive districtwide technology support excellence, bridging hands-on technical mastery with strategic service management. This role ensures system reliability and seamless alignment of technology with district goals.

You will mentor staff, manage Tier III escalations, ensure SLA adherence, and lead communications during outages while delivering reliable, scalable technology solutions aligned

Qualifications

• Bachelor’s degree or equivalent experience.
• CompTIA A+ certification required.
• Minimum of 5 years in a technology related role with a minimum of 2 years in customer support.

Responsibilities

• Provide Tier III support for hardware, software, network, and enterprise systems.
• Oversees Technology Support operations, SLAs, and quality standards.
• Manage incident lifecycle: escalation, categorization, closure.
• Develop and enforce incident management standards.
• Lead outage coordination and stakeholder communication.
• Train staff to improve customer service and troubleshooting skills.
• Create knowledgebase docs to improve first contact resolution.
• Monitor metrics, dashboards, and incident trends.
• Collaborate with network, systems, and applications teams.
• Participate in on-call rotation.

Skills

End-user support

Technology operations

Windows

Networking

VoIP

Collaboration tools

Team leadership

Incident management

Education

Bachelor’s degree

Tools

Microsoft Teams

Video conferencing

Job description

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Category: Technology

Job Function: Technology

Department: Records Management

Summary

As a senior technical lead, the Technical Support Specialist III drives districtwide excellence by managing Technology Support operations and resolving complex Tier III escalations. This role bridges the gap between hands-on-technical mastery and strategic service management. By championing continuous improvement and staff mentorship, this position ensures system reliability, high-quality support, and seamless alignment of technology with district strategic goals.

• Provides Tier III support complex hardware, software, network, and enterprise system issues, including on-site, remote, and phone-based support for end users and administrators
• Support and maintain collaboration and communication platforms, including Microsoft Teams, video conferencing, and related infrastructure
• Oversees Technology Support operations, ensuring adherence to service level agreements (SLAs), performance targets, and quality standards
• Manages incident lifecycle activities, including escalation, prioritization, categorization, and timely closure of all service requests
• Develops, implements, and enforces incident management standards, including communication protocols and escalation procedures
• Monitors and manages ticket queues to ensure accurate documentation, prioritization, and resolution, while maintaining end‑to‑end ownership
• Leads incident coordination during major outages, ensuring effective prioritization, communication, and resolution.
• Delivers high-quality customer support by maintaining strong stakeholder relationships and providing clear, consistent communication on issue status and resolution expectations
• Consults with stakeholders to assess needs, recommend solutions, and improve technology service delivery
• Develops and delivers technical training while coaching Technology Support staff to improve customer service, troubleshooting skills, technical proficiency, and overall support effectiveness
• Creates and maintains documentation, knowledgebase content, and technical procedures to improve first contact resolution
• Analyzes systems, workflows, and support trends to identify opportunities for process improvement and automation
• Produces and maintains metrics, dashboards, and reports to monitor service performance, incident trends, and operational effectiveness
• Recommends and supports the implementation and development of new technologies, system upgrades, and infrastructure
• Leads or contributes to technical projects, ensuring successful planning, execution, and transition to support
• Collaborates with network, systems, and application teams to deliver integrated reliable, and optimized technology solutions
• Maintains current knowledge of emerging technologies, tools, and industry best practices to inform support and solution delivery
• Ensures compliance with district policies, security standards, and applicable regulatory requirements
• Participates in on-call rotation and provides after-hours support for critical systems and maintenance activities
• Contribute to and support change management processes including participation in Change Advisory Board (CAB) activities.
• Perfom other duties as assigned by administrator to support departmental and organizational priorities

Required Education

Bachelor’s Degree required or equivalent experience (2 years of similar work level experience = 1 year of college – 4 years total) A combination of experience and education may be used to meet the Bachelor’s Degree requirement

Certification/Licensure

CompTIA A+ certification required

Experience Qualifications

Minimum of 5 years in a technology related role with a minimum of 2 of those years in a customer support, computing support call team.

Knowledge/Skills/Abilities

• Demonstrated expertise in end-user computing, Technology Support operations, and enterprise technologies, including Windows, mobile platforms, AV systems, VoIP, networking, and collaboration tools
• Apply advanced problem-solving complex issues, manage competing priorities and improve service delivery
• Lead process improvements and implement operational standards aligned to Technology Support and infrastructure best practices
• Ability to apply critical thinking skills in rendering solutions to various technical issues
• Ability to work independently and collaborate across teams
• Ability to respond effectively to urgent requests and shift priorities
• Communicate effectively with diverse stakeholders and provide training and coaching to drive staff performance, accountability, and continuous improvement

Working Conditions

• Primarily on-site work supporting district facilities and administrative environments

Physical Demands

• Ability to climb ladders and work at varying heights to install, maintain, and support technology equipment
• Ability to lift and move equipment up to 50 lbs., as required
• Routine physical activity associated with technical support work

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.

Fulton County Schools - 6201 Powers Ferry Road NW, Atlanta, GA 30339 - 470-254-3600