IT Specialist IV – Pyramid Support Lead

Openings as of 2/26/2026.
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• Position Type:
  Leading District Professional/Technology
• Date Posted: 2/23/2026
• Location:
  
  Service Center I/Lubbock Building
• Closing Date: 03/09/2026

Reports to: IT Manager II – Pyramid Support
Pay Grade: 504
Duty Days: 239
Salary: $70,897 - $85,428
FLSA Status: Non-Exempt

Provides onsite technology support for students, faculty, and staff. Ensures timely and effective assistance with hardware, software, and connectivity issues in schools and administrative facilities, fostering a customer‑centric approach to address the diverse technology needs within the educational environment. Provides best‑in‑class customer service support through professional and courteous interactions with all customer stakeholders. Tracks and monitors requests and serves as the liaison between the end user and issue resolution.

• Monitors and manages regional ticket assignments, ensuring incidents are prioritized, balanced, and resolved within established SLAs.
• Serves as the first‑level escalation point and subject matter expert for complex technical issues and technician support needs.
• Oversees daily operations of the regional support team, including ticket review, workflow management, and resolution quality.
• Provides direction, coaching, and mentorship to technicians on troubleshooting, service procedures, and customer support best practices.
• Identifies skill gaps within the team and supports professional development through guidance, training, and growth recommendations.
• Leads weekly reviews of escalations, trends, and recurring issues to drive continuous improvement and prevent repeat incidents.
• Coordinates and leads team projects by assigning resources, tracking milestones, and ensuring successful, on‑time outcomes.
• Collaborates with district departments and campus stakeholders to plan and execute hardware/software deployments and district initiatives.
• Ensures operational readiness for high‑impact periods, including state‑mandated testing and other high‑volume support events.
• Acts as the primary point of contact with vendors for contracted repair and support of critical instructional technology.
• Maintains advanced working knowledge of district systems, software, and hardware to effectively support and guide technicians.
• Leads small to medium‑scale projects from planning through execution with minimal supervision, ensuring quality and alignment with objectives.
• Monitors service‑level metrics, generates reports, and ensures accurate ticket documentation and compliance with district standards.
• Provides input to management on workload distribution, recurring escalations, support models for new deployments, and team performance needs.

• Performs preventive maintenance on tools and equipment and ensures equipment is in safe operating condition.
• Follows established safety procedures and techniques to perform job duties including lifting and climbing; operates tools and equipment according to established safety procedures.
• Corrects unsafe conditions in work area and promptly reports any conditions that are not immediately correctable to supervisor.

None.

• All Fort Worth ISD employees must maintain a commitment to the District's mission, vision, and strategic goals.
• Exhibits high professionalism, standards of conduct and work ethic.
• Demonstrates high quality customer service; builds rapport/relationship with the consumer.
• Demonstrates cultural competence in interactions with others; is respectful of co‑workers; communicates and acts as a team player; promotes teamwork; responds and acts appropriately in confrontational situations.

• Performs all job‑related duties as assigned and in accordance with Board rules, policies and regulations. All employees are expected to comply with lawful directives in rare situations driven by need where a team effort is required.

• Knowledge of various hardware, software, and networking technologies to guide the resolution of technical issues.
• Knowledge of…