Technical Support Specialist III, Strategy & Technology Support

Fulton County Schools

. Provide Tier III support for complex hardware, software, network, and enterprise system issues through on-site, remote, and phone-based support .

Posted 9/29/2026full-timeAtlanta • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Tier III support for complex hardware, software, and network issues, with a strong focus on incident management, stakeholder communication, and technology service delivery. Proficient in developing training programs and improving operational standards aligned with best practices.

Highest-signal resume keywords

Tier III SupportIncident ManagementCompTIA A+ CertificationEnd-User ComputingTechnology Support Operations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

WindowsMobile PlatformsAV SystemsVoIPNetworkingCollaboration ToolsProcess ImprovementTechnical DocumentationMetrics AnalysisAutomation Opportunities

Soft Skills

Advanced Problem-SolvingCritical ThinkingEffective CommunicationCollaborationTraining and Coaching

Tools & Technologies

Microsoft TeamsVideo ConferencingTicketing SystemsKnowledgebase Management

Certifications & Qualifications

Bachelor's DegreeCompTIA A+ Certification

Industry Keywords

Technology SupportService Level AgreementsStakeholder ManagementChange ManagementRegulatory Compliance

Tech Stack

Tools & technologies

VoIP

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Bachelor’s Degree required or equivalent experience; a combination of experience and education may be used to meet the Bachelor’s Degree requirement
CompTIA A+ certification required
Minimum of 5 years in a technology related role, including a minimum of 2 years in a customer support or computing support call team
Expertise in end-user computing, Technology Support operations, and enterprise technologies including Windows, mobile platforms, AV systems, VoIP, networking, and collaboration tools
Advanced problem-solving skills for complex issues and ability to manage competing priorities
Ability to lead process improvements and implement operational standards aligned with Technology Support and infrastructure best practices
Critical thinking skills for resolving technical issues
Ability to work independently and collaborate across teams
Ability to respond effectively to urgent requests and shift priorities
Ability to communicate effectively with diverse stakeholders and provide training and coaching
Ability to climb ladders and work at varying heights
Ability to lift and move equipment up to 50 lbs.
Participation in on-call rotation and after-hours support for critical systems and maintenance activities