TECHNOLOGY SERVICES AND TRAINING SPECIALIST II

Primary Function

Provides proactive support to division staff and students by anticipating technology needs, identifying recurring issues, and implementing preventative strategies that reduce support requests. Serves as a Tier II specialist responsible for advanced troubleshooting, user training, and system readiness. Engages directly with users in classrooms and offices to improve technology proficiency, promote best practices, and prevent issues before they occur. Provides higher-level technical and instructional support, collaborates with IT staff to resolve complex system problems, and mentors Tier I technicians to improve overall support quality. This is a non-supervisory position.

Minimum Qualifications

Associate’s degree in computer science, electronics, or related technical field, or a technical study program from a trade school or previous employer; and two years of technical experience diagnosing and resolving computer hardware and software problems and installing and maintaining personal computers and peripherals; experience working directly with customers; or any equivalent combination of training and experience which provides the required skills, knowledge, and abilities.

Necessary and Special Qualifications

Valid Virginia driver’s license and insurability required.
This position requires routine travel to and from multiple York County School Division locations as part of the regular duties and responsibilities.

Knowledge, Skills and Abilities

Considerable knowledge of current technologies to support customer needs across systems supported by Information Technology.
Considerable knowledge of configuring and troubleshooting client workstations in LAN/WAN and wireless network environments, including user profiles, email clients, internet browsers, enterprise firewalls, group policies, network printers, and mapped resources.
High proficiency with Microsoft Windows, MS Office, and Office 365.
Ability to deliver structured training and coaching to users with varying skill levels.
Skill in identifying and analyzing trends in recurring issues to develop preventative strategies.
Ability to establish and maintain effective, professional working relationships with IT staff, school staff, and customers.
Ability to support virtual desktops, remote application access, and Apple devices.
Ability to communicate technical information clearly to both technical and non-technical users.
Ability to prepare documentation, training materials, reports, and analysis.
Ability to stay current with emerging technologies and propose proactive improvements.
Strong listening skills, customer-centered approach, and the ability to work independently or collaboratively.
Ability to respond effectively to emergency situations.
Ability to verbally communicate via telephone.
Visual acuity and perception required for operating a motor vehicle and working with computer hardware and software.
Ability to stoop, kneel, bend, and reach when working with electronic equipment, and to lift fifty (50) pounds unassisted.
Ability to grasp, hold, and manipulate tools and electronic parts.
Ability to climb a ladder while carrying twenty-five (25) pounds unassisted.

Performance Responsibilities

Conducts proactive site visits to classrooms and offices to identify technology challenges, training needs, and opportunities for improved user proficiency.
Provides scheduled and on-demand training for staff on Microsoft Windows, MS Office, Office 365, and other instructional or operational technologies.
Develops and delivers user-friendly guides, tutorials, and best-practice resources to improve user independence.
Identifies recurring issues or gaps in user knowledge and implements preventative measures to reduce future incidents.
Facilitates group workshops and one-to-one coaching sessions tailored to user skill levels.
Assists in rollout of new technologies by providing training, communication, and hands-on classroom/office support to reduce onboarding issues.
Provides advanced troubleshooting for complex hardware, software, and network issues that cannot be resolved at Tier I.
Performs system rebuilds, configuration modifications, and replacement of faulty components.
Uses remote desktop tools and on-site diagnostics to resolve issues efficiently and prevent recurrence.
Performs telephonic and remote troubleshooting for environmental controls, alarms, user accounts, badge access, and telephony systems; escalates when appropriate.
Reviews and analysis of customer technology need to recommend long-term solutions and prevent future problems.
Serves as liaison between IT staff and customers to translate technical information into clear, actionable guidance.
Collaborates with IT departments, technicians, and vendors to support problem resolution and proactive improvements.
Mentors and provides training to Tier I Help Desk technicians, improving early-stage troubleshooting and reducing escalations.
Participates in project-related meetings, providing insights on user behavior, common issues, and training needs.
Maintains documentation of proactive engagements, training activities, and site visits.
Tracks and analyzes recurring issues using data to propose system improvements and preventative strategies.
Assists with software implementations, updates, and user acceptance testing.
Recommends equipment, training, and process improvements to management.
Maintains certifications and participates in continuous skill development to support evolving technologies.
Works collaboratively with IT and school division staff.
Performs other duties as assigned.

Position Type: Non-Exempt

Reports to: Technology Services and Training Supervisor

Terms of Employment: Twelve months a year. Salary according to School Board Pay Plan.

Evaluation: Performance on this job will be evaluated in accordance with School Board policy and administrative regulations on evaluation of non-licensed personnel.

Revised: 4/27/2026