Fulton County Schools

IT Support

• Provide Tier III support for complex hardware, software, network, and enterprise system issues through on-site, remote, and phone-based support
• Support and maintain Microsoft Teams, video conferencing, and related collaboration and communication infrastructure
• Oversee Technology Support operations and adherence to SLAs, performance targets, and quality standards
• Manage incident lifecycle activities including escalation, prioritization, categorization, documentation, and closure
• Develop and enforce incident management standards, communication protocols, and escalation procedures
• Monitor and manage ticket queues while maintaining end-to-end ownership
• Lead incident coordination during major outages
• Maintain stakeholder relationships and communicate issue status and resolution expectations
• Assess stakeholder needs, recommend solutions, and improve technology service delivery
• Develop and deliver technical training and coach Technology Support staff
• Create and maintain documentation, knowledgebase content, and technical procedures
• Analyze systems, workflows, and support trends to identify process improvement and automation opportunities
• Produce metrics, dashboards, and reports on service performance, incident trends, and operational effectiveness
• Recommend and support new technologies, system upgrades, and infrastructure
• Lead or contribute to technical projects through planning, execution, and transition to support
• Collaborate with network, systems, and application teams on integrated technology solutions
• Maintain knowledge of emerging technologies, tools, and industry best practices
• Ensure compliance with district policies, security standards, and regulatory requirements
• Participate in on-call rotation and provide after-hours support
• Support change management processes, including Change Advisory Board activities
• Perform other duties as assigned

Technical Support Specialist III, Strategy & Technology Support