Senior IT Support Technician

Tacoma Public Schools Expected Start Date: As Soon As Possible FTE: 1.0 Salary Range: $43.23 -$60.53 DOE Work Year: Professional Technical; 12-month; 260 days Benefits: This job has the full range of benefits offered by Tacoma Public Schools SUMMARY This position performs the advanced technical support functions while serving as the primary escalation resource for complex technical issues beyond the scope of a Technology Support Technician. The Senior Technology Support Technician provides advanced troubleshooting, problem isolation, root cause analysis, and technical resolution for district administrative and instructional technology systems. This position also provides additional support within Technology Services based on the assigned division. This role collaborates with internal teams and external vendors to resolve difficult technical issues, support technology installations, mentor junior staff, and ensure timely, effective service to district users. ESSENTIAL JOB FUNCTIONS Provides advanced technical support and escalation for complex, chronic, or high-impact issues within assigned service areas. Analyzes recurring technical issues, identifies root causes, and recommends corrective actions to reduce repeat service requests. Collaborates with internal teams, vendors, and manufacturers to resolve advanced technical issues, support implementation needs, and maintain reliable technology services. Provides technical recommendations and operational options to Technology Services staff and administrators to support decision-making. Closely follows District procedures when supporting devices, applications, accounts, and confidential data; escalates incidents or concerns through established channels. Uses District endpoint management tools to configure and support District devices, software deployment, remote troubleshooting, inventory review, and compliance with technical standards. Assists with evaluating and testing hardware, software, and technical procedures prior to implementation. Provides technical guidance, coaching, and informal mentoring to Technology Support Technicians to support consistent troubleshooting practices, service quality, and knowledge sharing. Reviews, prioritizes, documents, and completes assigned service requests in accordance with District procedures and service expectations. Provides both on-call and after-hours technical support as assigned to support District operations, special events, or emergency response. Maintains current knowledge of assigned District applications, third-party software, technical standards, and related support procedures. Specific Support duties within Technology Services based on assigned division: Customer and Field Services Specialized District technology systems including security, video surveillance, building access, building controls, reader boards, fingerprint systems, and related technologies. Audio/visual, radio, telephone, and related endpoint devices, including installation, basic troubleshooting, and coordination with other teams or vendors for advanced support. On-site and after-hours support for District meetings, including technical setup, troubleshooting, and coordination with other teams or vendors to ensure high-quality, professional outcomes. Deployment Services Device lifecycle activities, including planning, site audits, deployment, replacement, inventory verification, equipment transfers, and surplus preparation. Supports assigned deployment projects by coordinating assigned tasks, communicating with stakeholders, and assisting with implementation across affected departments and sites. Assists with developing and maintaining standard device, system, and hardware configurations in coordination with vendors and Technology Services staff. Coordinates outsourced support needed for assigned deployment projects. OTHER JOB DUTIES Maintains and updates knowledge and skills necessary for success in the position by participating in professional development activities, as needed or as assigned. Performs related duties as assigned, on a temporary basis. 3. Regular, reliable, predictable attendance or physical presence is an essential job requirement and critical to the performance of the work. CONDITIONS Requires concentration and attention to detail; experiences frequent interruptions; regularly interacts with District staff and vendors; may be required to travel between District sites; may participate in an on-call rotation and work after regular business hours; and may be required to lift and carry up to 50 pounds and bend, squat, stoop, kneel, crouch, walk, twist, climb, and/or be mobile. MINIMUM QUALIFICATIONS Education and Experience High school diploma or equivalent; vocational training in Information Technology or a related field required; Associate's degree in Information Technology or a related field preferred; five (5) years of progressively responsible experience supporting PC, Apple, and related technologies in a LAN/WAN environment; or an equivalent combination of education, training, and experience that provides the knowledge, skills, and abilities required to perform the work. Licenses/Special Requirements Certification in CompTIA A+ (or equivalent) preferred. Certification in CompTIA Network+, Security+, or equivalent certifications preferred. Proof of training and/or certification, if applicable. Fingerprints and successful WSP and FBI background clearance/sexual misconduct clearance. Allowable Substitution Equivalent combinations of education and/or experience may be evaluated by the Human Resources Department. Knowledge, Skills and Abilities Knowledge of PC, Apple, mobile, and networked computing environments, including hardware, peripherals, operating systems, and common district-supported applications. Knowledge of endpoint management, software deployment, remote troubleshooting, device configuration, inventory tools, and related technical standards. Knowledge of cloud-based services, Microsoft 365, Intune, Azure, and other district-supported platforms. Knowledge of cybersecurity practices, malware protection, access controls, confidentiality requirements, and district protocols for managing electronic information. Knowledge of instructional, audiovisual, and specialized field-based technology systems, including setup, maintenance, and support procedures. Skill in diagnosing, troubleshooting, documenting, and resolving complex technical issues in a networked environment. Skill in analyzing recurring problems, identifying root causes, and recommending practical corrective actions. Skill in providing responsive, professional customer service and communicating clearly with both technical and non-technical users. Skill in documenting technical issues, resolutions, and support procedures. Skill in organizing work, prioritizing service requests, following through on assignments, and maintaining accurate records in the ticketing system. Skill in collaborating with staff, vendors, and internal teams to support implementation, escalation, and service continuity. Ability to maintain strict confidentiality and follow district procedures when working with accounts, devices, applications, and sensitive information. Ability to explain technical concepts to non-technical users in a clear and professional manner. Ability to work independently, exercise sound judgment, take initiative, and make appropriate decisions within assigned responsibilities. Ability to support, guide, and share knowledge with other staff to promote consistent troubleshooting practices and service quality. Ability to coordinate with vendors, manufacturers, and outsourced support providers to resolve technical issues and support assigned implementations. Ability to manage multiple priorities, meet deadlines, and adapt to changing operational needs. Ability to participate effectively as a team member and maintain positive working relationships with people from diverse backgrounds. #J-18808-Ljbffr