Technical Support Administrator

Job Title: Technical Support Administrator

Wage/Hour Status: Exempt

Reports to: Director of Technology

Pay Grade: Admin/Prof 4

Dept./School: Technology

Work Calendar: 226 Days

Date Revised: 10/23/2026

PRIMARY PURPOSE

Manage and optimize district-wide technical support, device management, and customer service operations to ensure students and staff receive prompt service, dedicated follow-through, and reliable technology access.

QUALIFICATIONS

Education/Certification:

• Bachelor's degree preferred, or 6 years successful experience in a technology-related field
• Related certifications (A+, ACITP, ITIL, HDI, Google Workspace, etc.) preferred

Special Knowledge/Skills:

• In-depth understanding of customer service principles and practices
• Excellent organizational, communication, and interpersonal skills
• Ability to manage large technical projects through all stages of the life cycle
• Strong understanding of the ITIL framework
• Expert diagnostic, problem solving, and complex troubleshooting skills
• Proficient in analyzing operational data and tracking performance metrics.
• Advanced competency in large-scale device deployment and management (ChromeOS, MacOS, Windows, and iOS), server and software systems administration, networking, A/V systems, directory services, endpoint security, and software deployment.

Experience:

• Four years experience in IT user support and operations preferred
• Experience supervising technical staff preferred
• School experience preferred

MAJOR RESPONSIBILITIES AND DUTIES

Technical Support

1. Oversee daily functions of the District's Technical Support program, including prioritizing service requests, repairs, upgrades, and maintenance.

2. Plan, coordinate, and oversee the deployment, configuration, maintenance, and replacement of district technology equipment, software, and related systems.

3. Oversee assigned enterprise applications and technical support systems, including device management, help desk, endpoint protection, and printing solutions.

4. Provide technical guidance and assistance in resolving complex or escalated technology issues.

5. Use data reporting and integration to measure performance, inform decisions, and improve department efficiency.

6. Coordinate technology preparation and technical support for online testing and other district programs.

Administrative Functions

1. Collaborate with district and campus leadership to identify technology needs and recommend appropriate equipment, software, and solutions.

2. Evaluate technology products, upgrades, and implementations to support district operations and instructional needs.

3. Coordinate with vendors to resolve technical issues and maintain appropriate product support.

4. Oversee technology inventory, equipment replacement cycles, and responsible disposal or recycling of district technology assets.

5. Develop and maintain technical support procedures, documentation, and communication to ensure service level agreements (SLAs) are consistently met.

6. Assist with technology planning, construction projects, and initiatives to improve district technology operations.

Program and Personnel Management

1. Supervise, evaluate, and support assigned staff, including hiring, training, assigning responsibilities, providing feedback, and addressing performance concerns.

2. Establish clear expectations and monitor the effectiveness, responsiveness, and quality of technical support services.

3. Promote a culture of customer service, collaboration, accountability, and continuous improvement.

4. Identify professional development needs and support staff in maintaining and expanding their technical knowledge and skills.

Records, Reports, and Law

1. Maintain accurate technology inventory, service records, and other required documentation.

2. Compile, maintain, and file all physical and computerized reports, records, and other documents as required.

3. Comply with policies established by federal and state law, State Board of Education rule, and local board policy.

Other

1. Participate in professional development to remain current with emerging technical and professional trends and developments.

2. Maintain confidentiality.

SUPERVISORY RESPONSIBILITIES

Oversee and direct the Technical Support group.

MENTAL DEMANDS / PHYSICAL DEMANDS / ENVIRONMENTAL FACTORS

Tools/Equipment Used: Hand tools and test instruments for electronic repairs and cable installations; personal computers and peripherals

Posture: Prolonged sitting; occasional kneeling/squatting, bending/stooping, pushing/pulling, twisting

Motion: Repetitive hand motion; frequent keyboarding and use of mouse; regular walking, grasping/squeezing, wrist flexion/extension, reaching

Lifting: Moderate lifting and carrying (up to 44 pounds)

Environment: Occasional prolonged and irregular hours; occasional districtwide travel; May be required to be on-call 24 hours a day.

Mental Demands: Work with frequent interruptions; maintain emotional control under stress

This document describes the general purpose and responsibilities assigned to this job and is not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.