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Technology Resource Specialist III

North Carolina Department of Public Instruction

Greenville, NC

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JOB DETAILS
SKILLS
Analysis Skills, Apple, Asset Management, Best Practices, Budget Management, Cloud Computing, Communication Skills, CompTIA A+, CompTIA Network+, CompTIA Security+, Computer Security, Configuration Management, Customer Support/Service, Documentation Standards, Driver's License, Educational Technology, Emerging Technology, Endpoint Security, Establish Priorities, Help Desk, Identify Issues, Identity Data Management, Incident Response, Information Technology & Information Systems, Information/Data Security (InfoSec), Internet Security, Leadership, Maintain Compliance, Manufacturing Data Management, Mentoring, Microsoft Certifications, Network Architecture/Engineering, Network Connectivity, Organizational Skills, People Management, Problem Solving Skills, Procedure Development, Project/Program Management, Service Delivery, Staff Training, Standard Operating Procedures (SOP), Standards Development, System Integration (SI), Systems Administration/Management, Technical Support, Training/Teaching, Willing to Travel
LOCATION
Greenville, NC
POSTED
28 days ago

Position: Technology Resource Specialist III (Lead Technician)

Department / Location: Technology - C.M. Eppes Annex

Reports To: Chief Technology Officer / Assistant Director of Technology

Terms of Employment: 12 Month / 40 hours per week

Position Summary

The Technology Resource Specialist III serves as the district's senior technical support lead, providing advanced troubleshooting, leadership, and operational oversight of end-user technology services. This role supervises and coordinates the work of Technology Resource Specialists I and II while supporting district initiatives in device lifecycle management, cloud-based systems, cybersecurity, and network-connected environments.

The position plays a critical role in ensuring reliable, secure, and equitable access to instructional and operational technology across all schools and departments.

Minimum Qualifications

Knowledge, Skills, and Abilities

  • Advanced knowledge of:

  • End-user devices (Chromebooks, Windows 11 devices, macOS devices, printers)

  • Cloud-based platforms such as Google Workspace or Microsoft 365

  • Device management systems such as JAMF or Mosyle

  • Identity and access management systems

  • Windows 11 image creation (MDT, FOG, PDQ SmartDeploy)

  • Strong understanding of:

  • K?12 classroom technology ecosystems (interactive displays, AV systems, student devices)

  • Networking fundamentals (LAN/WAN, wireless, VLANs, basic switching concepts)

  • Cybersecurity best practices (phishing awareness, endpoint protection, data privacy)

  • Demonstrated leadership and team coordination skills

  • Ability to analyze, prioritize, and resolve complex technical issues

  • Strong project management and organizational skills

  • Ability to develop procedures, documentation, and standard operating practices

  • Strong communication skills with both technical and non-technical audiences

  • Ability to use data (ticketing systems, asset systems) to improve service delivery

Education, Training, and Experience

  • Associate's or Bachelor's degree in Information Technology or related field (or equivalent experience)
  • Minimum of 5 years experience in technical support, device management, or IT operations
  • Minimum of 2 years experience in a lead or supervisory role
  • Experience in a K?12 or educational environment preferred

Certifications and License Requirements

  • Valid driver's license with acceptable driving record
  • Ability to travel between school sites
  • Preferred (not required):
  • CompTIA A+, Network+, or Security+
  • Google Workspace Administrator Certification
  • Microsoft or Apple certification (MDM or endpoint management)

Illustrative Examples of Duties

Leadership & Operations

  • Coordinate and prioritize work assignments for Technology Resource Specialists I and II
  • Provide mentoring, training, and performance feedback to support staff, including MATAs
  • Develop and maintain standard operating procedures for technical support services
  • Monitor and improve help desk workflows, response times, and service quality

Technical Support & Systems Management

  • Serve as escalation point for complex hardware, software, and network-related issues
  • Oversee device deployment, repair, replacement, and lifecycle planning
  • Manage and support device inventory and asset tracking systems
  • Ensure proper configuration and management of devices through MDM platforms

Infrastructure, Network Security, and Compliance

  • Collaborate with network engineers and system administrators on:

  • Network upgrades and troubleshooting

  • System rollouts and integrations

  • Security initiatives and incident response

  • Assist in planning and implementing district-wide technology initiatives

  • Support district cybersecurity practices, including endpoint protection and user awareness

  • Assist with incident response, device security, and data protection practices

  • Ensure compliance with district policies and state/federal data privacy requirements

Customer Support & Communication

  • Maintain strong relationships with school and district staff
  • Communicate effectively regarding outages, updates, and support expectations
  • Provide guidance and training to staff on technology use and best practices

Additional Responsibilities

  • Participate in after-hours or emergency support as needed
  • Assist with technology planning and budgeting input
  • Stay current with emerging technologies and K?12 IT trends

About the Company

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North Carolina Department of Public Instruction