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SDLA Professional Job Description

Systems Support Specialist

A modern professional reference profile for reviewing, adapting, and strengthening this school district position.

10 populated sectionsSecure modern systems support
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Position Description

The Systems Support Specialist delivers secure, responsive, and well-documented technical support for the devices, accounts, applications, networks, and cloud services used by students and employees. The position resolves incidents and service requests, automates repeatable work, maintains accurate technical records, and contributes to system reliability, security, accessibility, and continuity. The Specialist recognizes that modern support work extends beyond repairing devices: it protects identities and data, sustains learning and business operations, and connects frontline observations to long-term technology improvement.

Essential Duties and Responsibilities

  • Provide timely, courteous support through the district service-management system, telephone, remote tools, and on-site response; document symptoms, actions, resolution, affected assets, and follow-up needs.
  • Install, configure, troubleshoot, maintain, and retire computers, mobile devices, classroom technology, printers, peripherals, operating systems, approved software, and related services.
  • Support user accounts, authentication, multifactor authentication, groups, permissions, email, collaboration tools, file services, and cloud applications in accordance with approved procedures.
  • Diagnose connectivity, DNS, DHCP, wireless, switching, endpoint, browser, certificate, application, printing, and audiovisual problems; escalate with meaningful evidence when advanced support is required.
  • Use endpoint management, mobile-device management, software distribution, remote support, monitoring, inventory, and ticketing platforms to deliver consistent service at scale.
  • Prepare technology for school openings, assessments, enrollment, board or community events, emergency operations, and other time-sensitive district activities.
  • Maintain accurate asset, warranty, location, assignment, configuration, licensing, and disposal records; follow chain-of-custody and environmentally responsible disposition practices.
  • Create and maintain user guides, standard operating procedures, troubleshooting runbooks, known-error records, and knowledge-base articles.
  • Identify recurring incidents and recommend permanent corrections, configuration standards, training, replacements, or automation.
  • Communicate service status, planned work, risks, outages, and user actions clearly and respectfully to technical and nontechnical audiences.

Security, Privacy, and Data Protection

  • Follow least-privilege, identity-verification, secure configuration, patching, encryption, screen-lock, malware-protection, and removable-media requirements.
  • Recognize and escalate indicators of phishing, compromised accounts, malware, unauthorized software, data exposure, device loss, or suspicious network activity.
  • Preserve logs and other potential evidence, avoid actions that could increase harm, and follow the district incident-response process.
  • Protect student and employee information during remote support, device repair, account recovery, data transfer, surplus, and disposal.
  • Support periodic access reviews, device compliance, vulnerability remediation, audit requests, and security-awareness activities.
  • Apply FERPA, district privacy policy, acceptable-use requirements, and minimum-necessary handling principles within the scope of assigned duties.

Automation and Modern Systems Practice

  • Use PowerShell, Python, shell scripting, APIs, device-management tools, or approved low-code automation to reduce repetitive work and improve consistency.
  • Maintain scripts in source control with clear documentation, peer review, error handling, testing, and secure credential practices appropriate to the risk.
  • Automate activities such as software deployment, inventory validation, account checks, log collection, health checks, file transformations, or service notifications when authorized.
  • Use dashboards, ticket trends, device telemetry, and service metrics to identify patterns and prioritize preventive work.
  • Participate in testing and deployment of new systems, integrations, identity workflows, and endpoint standards.

Data Systems and Interoperability Support

  • Provide first- and second-level support for the SIS, learning platforms, assessment applications, rostering, single sign-on, and other district systems as assigned.
  • Distinguish user, device, network, identity, configuration, source-data, and integration failures so issues reach the correct owner with useful diagnostic information.
  • Support secure file exchanges, APIs, rostering, and standards-based integrations such as OneRoster or Ed-Fi when used by the district.
  • Follow data-governance rules for authoritative sources, identifiers, access, correction, retention, and documentation; do not create unapproved shadow data stores.
  • Assist with validation and reconciliation using spreadsheets, queries, scripts, logs, and vendor tools while maintaining confidentiality and change controls.

Knowledge and Skills

  • Current desktop and mobile operating systems, productivity and collaboration platforms, endpoint management, identity systems, networking fundamentals, and common classroom technologies.
  • Service-management practices including triage, prioritization, escalation, incident documentation, problem identification, asset management, and customer communication.
  • Foundational cybersecurity, privacy, accessibility, data-governance, backup, recovery, and business-continuity practices.
  • Basic scripting and automation concepts; ability to read logs, interpret technical documentation, test hypotheses methodically, and learn unfamiliar systems.
  • Patience, empathy, cultural responsiveness, discretion, and the ability to explain technical steps without blame or unnecessary jargon.

Minimum Qualifications

  • Associate degree or technical certificate in information technology, computer science, cybersecurity, networking, or a related field; relevant experience may substitute for education where permitted by district policy.
  • Three years of progressively responsible experience supporting users, devices, accounts, applications, or networks in a multi-site environment.
  • Experience using a ticketing or service-management platform and maintaining technical or asset documentation.
  • Demonstrated ability to troubleshoot systematically, safeguard confidential information, and communicate effectively with users of varied technical backgrounds.
  • Valid driver’s license and access to transportation if required for travel among district locations.

Preferred Qualifications

  • Experience supporting K–12 schools, student information systems, learning platforms, assessments, identity/SSO, rostering, or classroom technology.
  • Experience with Microsoft 365 or Google Workspace administration, Active Directory or cloud identity, MDM/UEM platforms, networking tools, and endpoint security.
  • Experience automating support or administration tasks with PowerShell, Python, shell scripting, APIs, or configuration-management tools.
  • Industry certification in endpoint support, networking, cloud administration, service management, or cybersecurity.
  • Bilingual or multilingual communication skills useful to the district community.

Physical Demands and Work Environment

Work is performed in offices, classrooms, equipment rooms, and other district locations. Duties require frequent computer use; regular walking, bending, reaching, and positioning of equipment; use of hand tools; and lifting or moving equipment typically weighing up to 40 pounds, with assistance or mechanical support for heavier items. The employee may climb approved ladders, work around cables and equipment, travel between sites, and occasionally work outside normal hours. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Employment and Classification Notes

  • This description identifies the general nature and level of work. It is not an exhaustive list of every duty, responsibility, qualification, or working condition.
  • The district may assign related duties and may revise the description to reflect operational needs, technology, law, policy, bargaining agreements, and organizational structure.
  • Final FLSA status, salary placement, supervision, bargaining-unit status, required clearances, and essential-function determinations must be established by the employing agency.