Description
Position: Technology Resource Specialist III (Lead Technician)
Department / Location: Technology - C.M. Eppes Annex
Reports To: Chief Technology Officer / Assistant Director of Technology
Terms of Employment: 12 Month / 40 hours per week
Position Summary
The Technology Resource Specialist III serves as the district's senior technical support lead, providing advanced troubleshooting, leadership, and operational oversight of end-user technology services. This role supervises and coordinates the work of Technology Resource Specialists I and II while supporting district initiatives in device lifecycle management, cloud-based systems, cybersecurity, and network-connected environments.
The position plays a critical role in ensuring reliable, secure, and equitable access to instructional and operational technology across all schools and departments.
Minimum Qualifications
Knowledge, Skills, and Abilities
- Advanced knowledge of:
- End-user devices (Chromebooks, Windows 11 devices, macOS devices, printers)
- Cloud-based platforms such as Google Workspace or Microsoft 365
- Device management systems such as JAMF or Mosyle
- Identity and access management systems
- Windows 11 image creation (MDT, FOG, PDQ SmartDeploy)
- Strong understanding of:
- K–12 classroom technology ecosystems (interactive displays, AV systems, student devices)
- Networking fundamentals (LAN/WAN, wireless, VLANs, basic switching concepts)
- Cybersecurity best practices (phishing awareness, endpoint protection, data privacy)
- Demonstrated leadership and team coordination skills
- Ability to analyze, prioritize, and resolve complex technical issues
- Strong project management and organizational skills
- Ability to develop procedures, documentation, and standard operating practices
- Strong communication skills with both technical and non-technical audiences
- Ability to use data (ticketing systems, asset systems) to improve service delivery
Education, Training, and Experience
- Associate's or Bachelor's degree in Information Technology or related field (or equivalent experience)
- Minimum of 5 years experience in technical support, device management, or IT operations
- Minimum of 2 years experience in a lead or supervisory role
- Experience in a K–12 or educational environment preferred
Certifications and License Requirements
- Valid driver's license with acceptable driving record
- Ability to travel between school sites
- Preferred (not required):
- CompTIA A+, Network+, or Security+
- Google Workspace Administrator Certification
- Microsoft or Apple certification (MDM or endpoint management)
Illustrative Examples of Duties
Leadership & Operations
- Coordinate and prioritize work assignments for Technology Resource Specialists I and II
- Provide mentoring, training, and performance feedback to support staff, including MATAs
- Develop and maintain standard operating procedures for technical support services
- Monitor and improve help desk workflows, response times, and service quality
Technical Support & Systems Management
- Serve as escalation point for complex hardware, software, and network-related issues
- Oversee device deployment, repair, replacement, and lifecycle planning
- Manage and support device inventory and asset tracking systems
- Ensure proper configuration and management of devices through MDM platforms
Infrastructure, Network Security, and Compliance
- Collaborate with network engineers and system administrators on:
- Network upgrades and troubleshooting
- System rollouts and integrations
- Security initiatives and incident response
- Assist in planning and implementing district-wide technology initiatives
- Support district cybersecurity practices, including endpoint protection and user awareness
- Assist with incident response, device security, and data protection practices
- Ensure compliance with district policies and state/federal data privacy requirements
Customer Support & Communication
- Maintain strong relationships with school and district staff
- Communicate effectively regarding outages, updates, and support expectations
- Provide guidance and training to staff on technology use and best practices
Additional Responsibilities
- Participate in after-hours or emergency support as needed
- Assist with technology planning and budgeting input
- Stay current with emerging technologies and K–12 IT trends