Provides senior-level Tier-3 technical support and operational leadership within a K–12 publicschool district environment. This role serves as the highest level of escalation for complex technical incidents, infrastructure-related issues, enterprise application support, classroom technology integration challenges, and district-wide operational problems.The Tier 3 Analyst is responsible for advanced troubleshooting, root cause analysis, technical coordination, systems optimization, operational improvement initiatives, and cross-functional collaboration with infrastructure, cybersecurity, networking, systems administration, vendors, and instructional technology teams. This position also supports strategic technology initiatives, major incident response, automation efforts, and mentorship of Tier-1 and Tier-2 analysts.This role requires deep technical expertise, strong operational awareness, leadership capabilities, and the ability to manage highly complex support environments while maintaining exceptional customer service and communication standards.
Key Responsibilities
- Provide Tier-3 technical support for highly complex or critical incidents, escalations, and operational issues
- Perform advanced root cause analysis and develop sustainable long-term resolutions for recurring problems
- Serve as the primary escalation point for Tier-1 and Tier-2 support teams
- Troubleshoot and resolve advanced infrastructure, systems, networking, identity management, endpoint, application, and classroom technology issues
- Lead or participate in major incident response activities, outage coordination, and operational recovery efforts
- Collaborate with systems administrators, network engineers, cybersecurity teams, application support teams, vendors, and district leadership to resolve enterprise-level issues
- Support enterprise platforms including Microsoft 365, Google Workspace, Active Directory, Azure AD/Entra ID, Single Sign-On (SSO), Student Information Systems (SIS), endpoint management systems, and instructional applications
- Monitor recurring incidents, identify systemic issues, and participate in problem management and operational review processes
- Design, document, and improve advanced troubleshooting procedures, operational standards, and technical knowledgebase content
- Recommend and implement automation opportunities, process improvements, and service optimization initiatives
- Support district technology deployments, migrations, upgrades, integrations, and infrastructure modernization projects
- Provide mentorship, coaching, and technical guidance to Tier-1 and Tier-2 analysts
- Assist with operational reporting, trend analysis, and service improvement recommendations
- Support district cybersecurity initiatives including vulnerability remediation, access management, audit readiness, and compliance efforts
- Participate in testing, validation, and operational readiness activities for new technologies and system changes
- Maintain ownership of escalated issues through resolution while ensuring timely customer communication and stakeholder updates
Key Skills & Qualifications
- Expert-level troubleshooting and technical problem-solving skills
- Strong analytical and root cause analysis capabilities
- Advanced customer service, communication, and stakeholder management skills
- Ability to communicate complex technical information to both technical and non-technical audiences
- Strong operational awareness and incident management experience
- Experience leading or coordinating technical response activities during major incidents or outages
- Ability to mentor, coach, and support junior analysts and cross-functional teams
- Strong organizational, documentation, and process improvement skills
- Experience working in collaborative enterprise support environments
- Knowledge of cybersecurity principles, identity management, compliance standards, and operational governance
- Ability to prioritize and manage multiple high-impact incidents and operational initiatives simultaneously
- Strong project participation and technical coordination skills
Experience
- Minimum 5–8 years of experience in Service Desk, Desktop Support, Systems Support, Endpoint Engineering, Infrastructure Support, or advanced enterprise technical support roles required
- Experience supporting enterprise or large-scale K–12 education technology environments strongly preferred
- Experience supporting district-wide classroom technology, enterprise collaboration platforms, and instructional systems highly desirable
- Prior experience participating in enterprise technology projects, migrations, operational modernization, or infrastructure initiatives preferred
- Experience serving as an escalation resource or technical lead preferred
Technical Requirements
- Advanced experience with IT Service Management (ITSM) platforms such as ServiceNow, Freshservice, Jira Service Management, IIQ, or equivalent systems
- Advanced knowledge of Windows operating systems, endpoint management, device imaging, software deployment, and remote support technologies
- Strong experience supporting Microsoft 365, Google Workspace, Teams, SharePoint, Exchange Online, and enterprise collaboration tools
- Advanced understanding of networking concepts including TCP/IP, DNS, DHCP, VLANs, wireless connectivity, VPNs, and network troubleshooting
- Experience supporting Active Directory, Azure AD/Entra ID, identity lifecycle management, Single Sign-On (SSO), and access provisioning
- Familiarity with cybersecurity tools, endpoint protection platforms, vulnerability management, and compliance requirements
- Experience supporting Student Information Systems (SIS), instructional applications, learning platforms, and classroom technologies
- Advanced knowledge of audio-visual systems, conferencing technologies, copiers, printers, and instructional presentation systems
- Experience with automation tools, scripting, workflow optimization, or endpoint administration preferred
- Understanding of incident management, problem management, change management, and operational governance processes
- Ability to maintain audit-compliant technical documentation, operational records, and knowledge management standards
Operational Expectations
- Expected to provide expert-level technical support and leadership for escalated and critical incidents
- Must maintain high-quality technical documentation, root cause analysis records, and operational reporting
- Expected to lead by example in customer service, professionalism, and operational accountability
- Supports district service quality goals, operational improvement initiatives, and technology modernization efforts
- Expected to identify recurring issues and proactively recommend long-term corrective actions
- Must maintain compliance with district cybersecurity, audit, data privacy, and operational standards
- Expected to support cross-functional collaboration, mentoring, and knowledge transfer activities
- May participate in after-hours support, emergency response activities, maintenance windows, and critical district initiatives as required
- Expected to contribute to operational readiness, disaster recovery, and continuity planning efforts
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