Technology Resource Specialist III

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 Smart Deploy)

* Strong understanding of:

* K12 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 K12 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 K12 IT trends