Technology Services Associate Jobs in Raleigh, NC

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