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IT Desktop Support Specialist

2 months ago

Atlanta, United States nLeague Full time
Job DescriptionJob Description

Job ID: 61954

Field Tech (Desk Side) Support Analyst

Client: Atlanta Public School

Location: Trinity Ave, Atlanta, Georgia

Duration: 10+ Months ( Will be extended for multiple years)

THIS IS AN ON-SITE POSITION

The only travel would be between school locations as indicated. The State gives a $10 per day allowance for mileage to all Field Techs.

Purpose:

  • The Atlanta Public School System is seeking the services of multiple Field Tech Support Analysts to provide direct first-line desk side support to APS schools and administrative locations.
  • The Field Tech (Desk Side) Support Analyst will take day-to-day direction from the IT Specialist/Manager over their assigned cluster. The IT Specialist/Manager assigned to their region operates as the supervisor. He/she is responsible for providing regular updates and meeting the deadlines imposed by the district.
  • The Field Tech Support Analyst will be assigned to 1 or more schools or locations. The number of assigned locations depends on the student enrollment and number of employees. Work is directed by the IT Specialist/Manager for the assigned cluster to meet the operational needs of the assigned school.
  • This work will be completed on-site at any of the Atlanta Public Schools locations or other buildings (depending on event) in the metro Atlanta area. The analyst will work M-F. Hours may vary to accommodate the school hours for Elementary, Middle, High Schools, and special events. Field techs are required to retrieve parts or other items needed to resolve issues from the APS IT Warehouse at "1631 Lafrance Street NE."

Scope of Work/Key Responsibilities:

  • Adhere to established standard operating procedures and service level agreements through the following:
  • 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
  • Work with Level 3 support and specialized Subject Matter Expects to resolve advanced technical issues.
  • Escalate complex issues to the IT Specialist/Manager 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
  • Maintain, update, and troubleshoot interactive whiteboards, panels, digital signage devices 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, Chromebooks, and Windows based PC devices
  • Install, configure, and support printing devices.
  • Maintain accurate asset assignment in Nimbus and Incident IQ.
  • Maintain work areas and workspaces, including MDF/IDF closets
  • Coordinate removal of obsolete equipment as required
  • 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


Skills and Qualifications:

  • 3+ years of work experience minimum
  • 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
  • Microsoft Windows certification is a plu
  • ITIL experience/certification is a plus
  • Must have clean criminal record with the ability to pass fingerprint background check
  • Must be authorized to work in the United States
  • Must hold a valid driver's license and dependable personal vehicle