Field Tech Support Analyst

4 weeks ago


Atlanta, United States Crescens Full time
Job Title: Field Tech Support Analyst
Duration: 1 year
Location: Atlanta, GA ( onsite )
Description:
  • 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.
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 specialistsm
  • 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 basic
  • 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 hard
  • 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 require
  • 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 Client IT Warehouse
    Other duties as assigned.
Skills :
  • 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 plus
  • 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


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