Title Code:
Support Specialist: Technology Support Services
JOB SUMMARY
The Technology Support Services Support Specialist is responsible for developing, maintaining, and optimizing knowledge management systems, IT Service Management (ITSM) processes, Service Catalog items, technical documentation and data visualization objects to support efficient service delivery and continuous improvement across the organization. This role ensures that knowledge assets are accurate, accessible, and aligned with ITIL best practices, enabling teams to resolve issues faster and deliver exceptional support experiences.
Additional Work Days/Hours
Based on the assignment, the following additional work days and/or hours may be required as needed:
- Ability to work flexible schedules
- Emergencies
- Extended hours
- On call
- Overtime as needed
ESSENTIAL DUTIES/RESPONSIBILITIES
- Implements knowledge-centered service (KCS) practices to promote knowledge sharing and reuse. Monitors usage KPIs and feedback to continuously improve knowledge and service catalog content and structure. Oversees the organization's knowledge base, ensuring content is accurate, searchable, and user-friendly.
- Collaborates with subject matter experts in other departments to capture and curate technical solutions, FAQs, and process documentation.
- Assists in the design, implementation, and optimization of ITSM processes and workflows (e.g., Incident, Problem, Change, Request Fulfillment) for the entire Information Technology office. Works with ITSM platform administrators to configure workflows and automation aligned with process requirements.
- Ensures process documentation is up-to-date and aligned with ITIL standards and Support process audits and reporting to ensure compliance and identify areas for improvement.
- Creates and maintains high-quality technical documentation including SOPs, runbooks, configuration guides, and system overviews. Ensures documentation is version-controlled and accessible to relevant stakeholders. Translates complex technical concepts into clear, concise, and user-friendly materials.
- Supports onboarding and training efforts by providing documentation and knowledge resources.
- Chooses relevant KPIs (Key Performance Indicators) to display based on business needs.
- Creates visual representations (charts, graphs, maps) to make data insights clear and actionable.
- Builds interactive dashboards using available industry tools to display key metrics.
- Crafts static or dynamic reports that summarize data trends and findings for stakeholders.
- Performs other related duties as assigned within the same classification or lower.
MINIMUM QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education
- Associate's Degree in related field of education from a regionally accredited college or university required;
- Or an equivalent combination of education and experience which provides the required knowledge, skills, and abilities deemed sufficient to prepare the employee to successfully perform the duties of the position.
Experience
- One (1) year professional and/or administrative office support experience in technology support, workflow and process management, and ticketing system management required;
- Or an equivalent combination of education and experience which provides the required knowledge, skills, and abilities deemed sufficient to prepare the employee to successfully perform the duties of the position.
Knowledge, Skills, Abilities and Other Characteristics
- Demonstrated knowledge of basic technology support concepts.
- Demonstrated knowledge of good practices for inventory control.
- Excellent interpersonal skills and ability to work independently.
- Excellent communication skills and the ability to work closely with other staff.
- Demonstrated ability to diagnose and resolve complex technical issues and effectively communicate the resolution.
- Demonstrated ability to create visual representations (charts, graphs, maps) to make data insights clear and actionable.
- Demonstrated ability to effectively work and communicate with diverse populations.
- Demonstrated proficiency with business technology applications (e.g. Video/Web Conferencing, Microsoft Office Suite -Word, Excel, Outlook, and/or PowerPoint preferred).
Licenses and Certifications
Employee must retain active licenses, certifications, and enrollment as a condition of employment.
- Hold or be eligible for Driver's License (DL) Class C Non-Commercial issued by Maryland or State of Legal Residence (MVA/DMV) required; and
- Daily access to reliable transportation.
Driving Requirements
- Driving is required to conduct bona fide Board business that is within the scope of employment in this position.
- Personal Vehicle
CAREER LADDER REQUIREMENTS
Qualification Requirements for Employment in Higher Grade as a New Hire or Transfer requires:
- Two (2) additional years successful experience required.
- Achievement of Professional Certification or Certificate in Business or Technology, or Completion of coursework or workshops leading towards professional certification required.
Eligibility for Consideration for Advancement from Lower Grade to Higher Grade requires:
- Two (2) years continuous successful experience in the position at the Lower Grade level.
- Mastery of all responsibilities and duties of the position.
- Evidence of completion of additional training that may be recommended by supervisor and/or participation in approved professional development programs or courses, approved in advance by the supervisor. Successful completion of a minimum of one professional development within the last two years is required. Successful completion of job specific professional developments identified on the job description, performance evaluations and/or the supervisor’s documented recommendation are required.
- Achievement of identified goals as they relate to the needs of the district and as established by the supervisor.
- Consistent maintenance of an effective and orderly work environment.
- Consistent compliance with general office procedures such as standards contained in the AACPS Employee Handbook; demonstration of discretion and excellent customer service; regular and punctual attendance; and building dress code, including wearing AACPS ID badge.
- Above Satisfactory overall job performance for the two most recent consecutive years of Probationary and Performance Ratings. Probationary Ratings completed after January 2, 2024 will be accepted.
- Letter of Recommendation written by the supervisor.
Additional Requirements for Advancement from Lower Grade to Higher Grade requires:
- Achievement of Professional Certification or Certificate in Business or Technology, or Completion of coursework or workshops leading towards professional certification required.
LEADERSHIP ROLE
PHYSICAL DEMANDS/WORKING CONDITIONS
The physical demands and working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands
- Standing: under 1/3 of the time
- Walking: under 1/3 of the time
- Sitting: between 1/3 and 2/3 of the time
- Using hands to handle or feel: between 1/3 and 2/3 of the time
- Wrist deviation: over 2/3 of the time
- Keyboarding: over 2/3 of the time
- Reaching (with hands and/or arms): under 1/3 of the time
- Climbing (Ascend/Descend): under 1/3 of the time
- Balancing: under 1/3 of the time
- Talking: over 2/3 of the time
- Hearing: over 2/3 of the time
- As required by the duties and responsibilities of the position.
Vision
The vision demands with correction described here are representative of those that must be met to successfully perform the essential functions of this job.
- No special vision requirements
Work Environment
Location
- Office, school or similar indoor environment: over 2/3 of the time
Noise Level
- Moderate: between 1/3 and 2/3 of the time
Weight & Force
Lifting and carrying requirements
- Up to 80 pounds: under 1/3 of the time
Travel Requirements
JOB INFORMATION
Approved Date:
10/1/2025
Established Date:
2/1/2024
Title Code:
B05726
Title:
SPECIALIST SUPPORT: TECHNOLOGY SUPPORT SERVICES
Alternate Title:
Support Specialist: Technology Support Services
Reports to Generic:
Manager
Reports to Specific:
MANAGER SENIOR: TECHNOLOGY FIELD SUPPORT SERVICES
ORGANIZATION
Division:
Technology
Business Unit:
Technology Support Services
Department:
Negotiated Agreement:
HR JOB INFORMATION
Unit:
V
Days Worked:
260
FLSA Exemption Status:
Exempt
Grade:
PG03;PG04
Click HERE to view Terms of Employment, Benefits and Salary Scale. Scroll down to locate (Unit 5 – Professional Staff)
Essential Job:
N/A
Months Worked:
12
Hours Worked:
8
Job Family:
Information Technology
Sub-Function:
Support Services
VR#26054
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