Senior Technology Support Technician (4 vacancies)

Posting number: 26-27-05419

Department: Technology Services

Division: Technology Services

Job classification: Senior Technology Support Technician

Posting type: Open

Categories: K-12

Summary

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

Examples of duties

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

1. Provides advanced technical support and escalation for complex, chronic, or high-impact issues within assigned service areas.
2. Analyzes recurring technical issues, identifies root causes, and recommends corrective actions to reduce repeat service requests.
3. Collaborates with internal teams, vendors, and manufacturers to resolve advanced technical issues, support implementation needs, and maintain reliable technology services.
4. Provides technical recommendations and operational options to Technology Services staff and administrators to support decision-making.
5. Closely follows District procedures when supporting devices, applications, accounts, and confidential data; escalates incidents or concerns through established channels.
6. Uses District endpoint management tools to configure and support District devices, software deployment, remote troubleshooting, inventory review, and compliance with technical standards.
7. Assists with evaluating and testing hardware, software, and technical procedures prior to implementation.
8. Provides technical guidance, coaching, and informal mentoring to Technology Support Technicians to support consistent troubleshooting practices, service quality, and knowledge sharing.
9. Reviews, prioritizes, documents, and completes assigned service requests in accordance with District procedures and service expectations.
10. Provides both on-call and after-hours technical support as assigned to support District operations, special events, or emergency response. 
11. 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
Provides support for specialized District systems and field-based technology, including:

• 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
Provides primary support for deployment and implementation of District technology systems, including:

• 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

1. Maintains and updates knowledge and skills necessar