Technology Support Specialist

About the role

The Technology Support Specialist provides first-line technical support to staff and students, troubleshooting hardware, software, telecommunications, A/V, and network issues. The role requires strong problem-solving, communication, customer service, and multitasking skills to provide timely and professional support in a fast-paced environment.

Responsibilities

• Provide first-level technical support for district-issued hardware, software, telecommunications, audio/video systems, and other network-connected technologies across multiple operating system environments.
• Serve as a primary point of contact for end-user technical support, resolving incidents and service requests while delivering exceptional customer service.
• Document, track, and maintain accurate records of incidents, problems, changes, and service requests within the ITS Help Desk ticketing system.
• Diagnose, troubleshoot, and resolve hardware, software, operating system, application, network, and connectivity issues; escalate complex issues to the appropriate support teams when necessary.
• Partner with instructors and departmental stakeholders to assess technology needs and develop customized software images, configurations, and deployment solutions.
• Lead desktop, laptop, and peripheral deployment initiatives, including imaging, configuration, software installation, testing, asset assignment, and lifecycle management.
• Provide technical guidance to employees on hardware, software applications, system functionality, and technology best practices.
• Communicate technical concepts, issues, troubleshooting procedures, and resolutions effectively to users with varying levels of technical proficiency.
• Develop, maintain, and update technical documentation, knowledge base articles, standard operating procedures, configuration records, and troubleshooting guides.
• Support endpoint security and compliance initiatives, including endpoint protection, encryption, patch management, vulnerability remediation, and system updates.
• Collaborate with infrastructure, networking, systems, cybersecurity, and application teams to support technology implementations, upgrades, maintenance activities, and organizational projects.
• Prioritize and manage support requests based on urgency, business impact, and service-level agreements (SLAs) to ensure timely resolution and minimize operational disruption.
• Provide support for district-standard applications and platforms, including Microsoft 365, Outlook, Teams, FT Connect, iVisions, Frontline, and other enterprise systems.
• Participate in on-call rotations and provide after-hours support for maintenance, troubleshooting, incident response, and critical system outages, as required.
• Maintain accurate inventories of hardware, software licenses, warranties, support contracts, and technology assets to support effective lifecycle management and compliance.
• Assist with technology refresh initiatives, equipment replacements, device migrations, and organizational modernization projects.
• Participate in department meetings as needed and provide input, particularly during budget planning and preparation.
• Identify recurring issues and recommend process improvements, automation opportunities, and technology enhancements that improve service delivery and the user experience.
• Ability to be present on the job as described under working conditions and contract details.
• Other duties as assigned.

Qualifications

• High school diploma or equivalent required. Associates or Bachelor's degree in Computer Science considered a plus.
• CompTIA A+ Core 1 and Core 2 certifications required; CompTIA Network+ certification preferred.
• Prior IT experience in an educational environment preferred.
• Demonstrated ability to work independently, take initiative, and perform effectively with limited supervision and direction.
• Proficiency with Microsoft 365 (M365/O365) applications and foundational knowledge of cloud computing concepts.
• Exceptional verbal communication and interpersonal skills.
• Strong written communication skills, including the ability to communicate clearly and professionally through correspondence and email.
• Must possess a valid Oklahoma driver's license and be able to independently travel to meetings, training locations, and other District campuses. Employees must maintain compliance with District driving record policies.
• Ability to understand, prioritize, and consistently meet critical deadlines.
• Ability to thrive in a fast-paced environment while effectively managing multiple tasks, projects, and competing priorities.
• Strong flexibility, time-management, organizational, and problem-solving skills.
• Ability to anticipate needs, demonstrate resourcefulness, and develop strong professional partnerships throughout the organization.
• Ability to manage a high-volume workload and work outside of regular business hours, as needed, to support special projects and meet departmental deadlines.
• Consistently demonstrates exceptional customer service and delivers high-quality work to both internal and external customers.
• Strong customer service, documentation, organizational, and time-management skills.
• Ability to collaborate effectively with both technical and non-technical stakeholders while maintaining a high level of professionalism, responsiveness, and customer service.

Pay

Salary range: $46,970 – $59,486. Starting salary represents individuals who are in early stages of career, newer to the role, working toward increasing proficiency. The upper range represents individuals who are fully experienced and qualified, demonstrate sustained performance for a period of time and exhibit full proficiency in all aspects of their role.

Schedule

Monday through Friday, 7:30 a.m. – 4:00 p.m. Twelve-month contract subject to annual renewal. 40-hour on-site workweek with 24x7 on-call availability for up to seven days approximately every 4-6 weeks on a rotational basis. Occasional participation in weekend and evening scheduled computer maintenance and upgrades. May require occasional travel between FTTC campuses.

Benefits

• Paid health and dental insurance
• Monthly supplemental benefit compensation of $500
• Employee leave plan with family friendly work calendar
• 100% contribution into Oklahoma Teachers Retirement System
• District match up to 2% of monthly base salary with a 403b or 457 retirement plan