Field Tech Support Analyst

Terrific Contract Opportunity!

Position: Field Tech Support Analyst

Location: Atlanta, Georgia 30303

Term: 5 months

Day-to-Day Responsibilities:

• Maintain exceptional customer service posture at all times.
• Build strong relationships with the school administration team, including but not limited to the Principal, Assistant Principal, Main Office staff, business managers and media specialists.
• Arrive at the school no less than 30 minutes prior to first bell.
• Monitor assigned support tickets for assigned locations; troubleshoot and resolve issues reported.
• Escalate complex issues to the senior technician for the assigned cluster as first point of contact.
• Support a teaming environment with field support technicians at other schools within your assigned cluster and beyond.
• Perform support activities including but not limited to:
• Proactively check the status of computer labs & media center computers on a daily basis.
• Maintain and update Chrome carts for student use.
• Checking Interactive Whiteboards (and Projectors) to ensure that they are functional.
• Ensure “test readiness” for standardized tests through updating carts and lab equipment.
• Troubleshoot and/or replace Kronos hardware.
• Maintain and troubleshoot location Marquee signs.
• Troubleshoot and resolve minor wireless and network issues.
• Install OS updates and patches on Apple and Windows based PC devices.
• Install and configure printing devices.
• Maintain accurate asset assignment in Nimbus.
• Track hardware inventory through Gigatrak system.
• Maintain work areas and work spaces, including MDF/IDF closets.
• Coordinate removal of obsolete equipment as required.
• Support printers and printing devices.
• Serve as first point of contact for Media Center Specialists/Technical Liaisons for one-to-one student devices as needed.
• Meet with onsite vendors as required to support L3 teams.
• Assist with deployment of new equipment.
• Check monitoring tools for any school outages (wireless AP, switches, kronos clocks).
• Provide support for IT projects and AV events in the assigned schools.
• Document all work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposes.
• Record and submit checklists or other documentation as required for upward reporting and accountability.
• Attend mandatory monthly professional development meetings.
• Retrieve parts or other items needed to resolve issues from the APS IT Warehouse.

Is this a good fit? (Requirements):

• 3+ years of experience in field tech support.
• A+ Certification.
• Strong customer service skills.
• Strong oral and written communication skills.
• Proficient in understanding network infrastructure and wireless support.
• Prior experience with desk side support is a MUST.
• Must hold a valid driver's license and dependable personal vehicle.

Even better if you have:

• Microsoft Windows certification.
• ITIL experience/certification.
• Associate degree.

If this sounds like the perfect fit, apply today!