SPS Tech Intern — How We Work

Who You're Supporting

Your Supervisor

Marcus Joyner

Role

Technical Support Specialist II

The Short Version

"I'm your family doctor for technology — I handle everyday issues, triage problems, escalate what I can't fix, and make sure the people I support can do their jobs."

Your Role as an Intern

✓ You'll Be Doing

Shadowing and observing ticket handling
Assisting with simple fixes (password resets, device setup)
Documenting what you learn
Escorting devices to/from classrooms
Asking questions when you're unsure
Taking notes during escalations

✗ Not Your Job (Yet)

Making changes without asking first
Accessing systems you haven't been shown
Promising fixes or timelines to staff
Handling sensitive data alone
Working on equipment without supervision

A Typical Day

☀ Morning

Check in with Marcus. Review any overnight issues, pull up the ticket queue, prioritize what's urgent vs. routine.

📋 Midday

Ticket work — shadowing, assisting, or handling simple tasks. Rounds through the building if needed.

🌆 Afternoon

Follow-ups on open tickets. Organize notes. Prep for the next day. Ask Marcus questions about what you saw.

Ground Rules

🔒 Privacy

You'll see student and staff info. Never discuss it outside work, never screenshot it, never take it home.

📞 Phone Etiquette

Answer with your name and "Tech Support." If you don't know the answer, say "Let me check with my supervisor" — never guess.

📝 Tickets

Every interaction gets a ticket or a ticket note. If it didn't get documented, it didn't happen.

❓ When in Doubt

Ask. Always. No one expects you to know everything on day one. They do expect you to ask before doing.

Quick Reference: Who to Go To

Everyday questions

Marcus — that's me

Scheduling / time off

Marcus — I'll coordinate

Building access / badge

Marcus Joyner — mljoyner@seattleschools.org

Emergency / fire / safety

JSCEE Front Desk or Security