Technical Support Specialist III presso Simi Valley Unified School District, CA

About the Department

To establish a list of eligible candidates that will be used to fill current and future vacancies (full and part-time) for the duration of the list, up to one year. The immediate vacancy is a 12-month, full-time (8 hours/day) position located at the District Office in Simi Valley, CA.

APPLICATION DEADLINE: Completed applications must be submitted no later than 11:59 p.m. on November 21, 2025. Late applications will not be accepted.

TESTING PROCESS:
A) Multiple Choice Test = 40% weighting on final score
Tentatively scheduled for December 3, 2025. This exam must be taken in person.
B) Structured Interview = 60% weighting on final score
Tentatively scheduled for the week of December 8, 2025. The structured interview may be conducted remotely; however, please note that the position requires in-person, on-site work at the Simi Valley Unified School District Office.

Applicants must meet the minimum qualifications stated in the job posting by the application deadline in order to move forward in the testing process. Those candidates who meet the minimum qualifications will be invited to the multiple choice test. Those with the highest scores on the multiple choice test will be invited to the structured interview. The testing process is subject to change as needs dictate. All communication regarding this process will be delivered via email.

The information included in the Work Experience section of the application will determine whether applicants meet minimum qualifications. Please make sure you include ALL current and previous employment in the Work Experience section of the application and complete ALL fields.

Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job.

Purpose Statement
Under the general supervision of the Director of Information Technology, the Technical Support Specialist III provides technical support and maintains the district’s technology infrastructure. This role provides advanced support, organizes Help Desk operations, assigns work orders, and guides other technical support staff. The position ensures efficient resolution of technology-related issues and contributes to the stability and improvement of the district’s technology infrastructure.
 
Distinguishing Career Features
The Technical Support Specialist III is the highest-level classification in the technical support series. It builds upon the responsibilities of the Technical Support Specialist II by adding coordination and oversight of Help Desk operations. While the Technical Support Specialist I and II focus on field-level troubleshooting and repair, the Technical Support Specialist III has these same responsibilities as well as manages support workflows, assigns work orders, and provides technical guidance to other staff. This role requires advanced diagnostic skills and the ability to manage multiple support channels and priorities. This classification does not include supervisory responsibilities but serves as a senior technical resource within the support team.

Position Duties

Coordinates Help Desk Operations and Assign Work Orders

• Assigns work orders to IT staff and tracks resolution progress.
• Ensures timely resolution of support tickets and incidents.
• Analyzes helpdesk metrics to identify trends and areas for improvement.
• Generates work order performance reports and review data with the Director of Information Technology.
• Develops and maintains Frequently Asked Questions (FAQ) documentation and troubleshooting guides.

Provides Advanced Technical Support and Troubleshooting

• Diagnoses complex computer hardware and software, peripherals, and audio/visual equipment issues and guides users through resolution steps.
• Assists with in-depth field troubleshooting and repair when necessary.
• Collaborates with IT staff, vendors, and contractors to resolve network-related problems, such as connectivity and internet access issues.
• Troubleshoots and resolves hardware, software, email, database access, and network connectivity issues.
• Uses cost-effective methods to troubleshoot and repairs computer and peripheral issues.
• Repairs or replaces faulty components and tests systems to verify proper operation.
• Performs checks and updates to ensure systems run optimally.
• Tests existing operating systems and computers for potential viruses and security problems, addressing any vulnerabilities.

Installs, Configures, and Maintains Systems and Software

• Installs, configures, and upgrades computers, printers, audio/visual equipment, peripheral devices, and software applications.
• Ensures that new software is compatible with existing operating environments and hardware.
• Tests, installs, and configures software, peripherals, and equipment to meet user requirements.
• Regularly upgrades and maintains systems and software to ensure they perform at optimal levels.

Delivers Exceptional Customer Service and User Support

• Provides clear step-by-step instructions to users of varying technical expertise.
• Maintains professionalism and composure while managing high volumes of support requests.
• Follows up with users and staff to ensure resolution and prevent recurrence.
• Addresses technical issues promptly, offering clear and helpful solutions to users.
• Drives to various district locations as necessary to perform job duties and support users onsite.

Maintains Documentation and Reporting

• Maintains accurate records of Help Desk activity, service requests, and resolution timelines.
• Compiles periodic reports on Help Desk performance and user satisfaction.
• Maintains an up-to-date inventory of replacement parts, tools, and supplies for computer and peripheral servicing.
• Develops and maintains clear and accurate documentation for technical procedures, system configurations, troubleshooting steps, and repair histories.
• Tracks inventory levels to ensure necessary components are available for repairs and upgrades.

Collaborates with IT Team and Support District Infrastructure

• Works closely with IT staff to ensure consistent support across administrative and instructional environments.
• Contributes to team efforts to improve technology services and infrastructure.
• Assists team members with troubleshooting and maintaining systems that support both administrative and instructional functions.

Minimum Qualifications

Education and Experience
A high school diploma or GED AND six years of recent (gained in the past six years) experience providing computer technical support, one year of which must have been in an enterprise business or education environment.
OR
An associate degree in information technology, computer science, management information systems, or a related field AND four years of recent (gained in the past four years) experience providing computer technical support, one year of which must have been in an enterprise business or education environment.
OR
A bachelor’s degree in information technology, computer science, management information systems, or a related field AND two years of recent (gained in the past two years) experience providing computer technical support in an enterprise business or education environment.

Licenses and Certificates
Possession of a valid California driver’s license and evidence of insurability must be presented/available upon acceptance of offer of employment and maintained throughout employment.  

Other Qualifications

Skills, Knowledge, and Abilities

Skills to:

• Manage Help Desk operations and assign work orders effectively.
• Troubleshoot and resolve complex technical issues.
• Provide exceptional customer service and technical guidance.

Knowledge of:

• Help Desk systems and support workflows.
• Computer systems, software applications, operating systems (e.g., Windows, Chrome OS, macOS).
• Network systems, connectivity, and troubleshooting, including TCP/IP, network patch cables, network switches, and Wi-Fi equipment.
• Active Directory, NTFS permissions, and account management.
• Google Workspace and common educational software.

Ability to:

• Communicate technical information clearly and effectively.
• Maintain composure under pressure and manage multiple support channels.
• Lead and guide other technical support staff.
• Document procedures and maintain accurate records.
• Collaborate with IT staff and vendors to resolve issues and improve systems.
• Troubleshoot and resolve technical issues quickly and efficiently.
• Diagnose and repair hardware, software, and peripheral failures using cost-effective methods.
• Test systems for potential issues and implement solutions to prevent or resolve them.
• Prioritize tasks effectively and address technical issues promptly to minimize user downtime.
• Work independently when required and also collaborate with IT staff to ensure system stability.
• Contribute to team efforts aimed at improving technology services and infrastructure.
• Learn and apply new technologies quickly and efficiently.
• Adapt to changing technologies and update systems and software as needed to stay current.
• Read, interpret, and apply complex technical information
• Continually learn and apply new information, skills, and technology
• Communicate clearly and concisely, both orally and in writing

Physical Abilities:

• Ambulatory ability to move to various office and classroom-type locations and to walk, bend, stoop, reach, climb stairs, and climb a ladder to install and configure equipment.
• Ability to lift, push, and pull objects of medium weight (up to 50 lbs.) on an occasional basis.
• Hand eye coordination and dexterity to make small component connections.
• Visual acuity to read technical documents and instructions and align small components.
• Ability to work in confined areas with noise variations, dust, and limited ventilation.

Working Environment

• Work is performed indoors where some safety considerations exist from physical labor, positioning in cramped areas, and handling of medium weight materials.

Individuals protected by the Americans with Disability Act (ADA) may request accommodation if needed.  In order for appropriate arrangements to be made for testing, your request must be received at the time your application is submitted.  If special arrangements are not requested at the time the application is submitted, it is understood that no special accommodations are required.  Documentation on the need for accommodation must accompany your request.

Equal Employment Opportunity Statement
The Simi Valley Unified School District is committed to providing equal opportunity for all applicants for employment. The application, examination, and selection process shall be free from unlawful discrimination, including discrimination against an individual or group based on race, color, ancestry, nationality, national origin, ethnic group identification, age, religion, marital, pregnancy, or parental status, physical or mental disability, sex, sexual orientation, gender, gender identity or expression, or genetic information; a perception of one or more of such characteristics; or association with a person or group with one or more of these actual or perceived characteristics.