Role OverviewThe Technical Support Specialist II provides advanced technical support, serves as a primary escalation point, and is responsible for complex incident resolution, service delivery performance, and team support. This role combines hands-on technical expertise with accountability for maintaining operational continuity, analyzing service and incident trends, and driving data-informed improvements to enhance service delivery, system reliability, and user experience.
What You Will Do
The TSS II manages the full lifecycle of incidents and service requests, ensures uninterrupted operations, escalates complex enterprise issues, and maintains clear communication with stakeholders. They also support and maintain network, endpoint, and system operations, implement and support district-approved technology solutions, and participate in Technology Support operations.
Why It Might Be a Fit
The ideal candidate will have strong technical knowledge, analytical skills, and excellent communication skills. They should be able to work independently, collaborate across teams, and respond effectively to urgent requests. The TSS II will also have the ability to apply critical thinking skills, translate technical information for non-technical audiences, and provide mentorship and guidance to team members.
Requirements
- Associate's Degree in a closely related field or equivalent experience
- CompTIA A+ certification
- A 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
- Familiarity with Active Directory, endpoint management, and service management platforms
- Ability to manage and prioritize multiple incidents, tasks, projects, in a fast-paced environment
- Strong analytical, troubleshooting, and problem-solving skills
- Excellent communication skills, with the ability to translate technical information for non-technical audiences
- Ability to apply critical thinking skills in rendering solutions to various technical issues
- Ability to work independently and collaborate across teams
- Strong customer service orientation and professionalism
- Ability to respond effectively to urgent requests and shift priorities
Benefits
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