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Technical Support Specialist

2 months ago

Atlanta, Georgia, United States DRS IT Solutions Inc Full time

Objective:

DRS IT Solutions Inc is in search of multiple Technical Support Specialists to deliver direct first-line assistance to educational institutions and administrative facilities.

Overview:

The Technical Support Specialist will be designated to one or more educational facilities or offices. The allocation of locations is determined by the number of students and staff. Supervision will be provided by the IT Specialist/Manager to fulfill the operational requirements of the designated site.

Key Responsibilities:

Adhere to established standard operating procedures and service level agreements through the following:

  • Maintain an exemplary customer service approach at all times.
  • Foster strong relationships with the administrative team, including but not limited to the Principal, Assistant Principal, and office staff.
  • Arrive at the designated location at least 30 minutes before the start of the day.
  • Monitor and manage support tickets for assigned locations; troubleshoot and resolve reported issues.
  • Collaborate with Level 3 support and specialized experts to address advanced technical challenges.
  • Escalate complex issues to the IT Specialist/Manager as the first point of contact.
  • Support a collaborative environment with field technicians at other locations within your assigned area.
  • Conduct support activities including but not limited to:
    • Regularly check the status of computer labs and media center devices.
    • Maintain and update technology carts for student usage.
    • Ensure functionality of interactive displays, digital signage, and projectors.
    • Prepare equipment for standardized testing.
    • Troubleshoot and replace hardware as necessary.
    • Manage and resolve minor network issues.
    • Install updates and patches on various operating systems.
    • Configure and support printing devices.
    • Maintain accurate asset records.
    • Ensure cleanliness and organization of workspaces.
    • Coordinate the disposal of outdated equipment.
    • Act as the primary contact for Media Center Specialists regarding student devices.
    • Assist with the deployment of new technology.
    • Monitor tools for any outages.
  • Provide support for IT projects and events at assigned locations.
  • Document all actions taken and resolutions in the ticketing system for future reference.
  • Complete necessary documentation for reporting and accountability.
  • Participate in required professional development meetings.
  • Retrieve necessary parts or items from the IT warehouse.
  • Perform other duties as assigned.

Contract Duration:

Initial contract for one year with the possibility of annual extensions based on performance.

Qualifications:

  • Minimum of 3 years of relevant work experience.
  • A+ Certification is required.
  • Strong customer service and communication skills.
  • Proficient understanding of network infrastructure and wireless support.
  • Prior experience in desk-side support is essential.
  • Microsoft Windows certification is advantageous.
  • ITIL certification is a plus.
  • Must have a clean criminal record and be able to pass a background check.
  • Authorization to work in the United States is required.
  • A valid driver's license and reliable transportation are necessary.

Personal Attributes:

  • Punctual and present throughout the workday.
  • Creative, analytical, and detail-oriented.
  • Able to work independently and meet tight deadlines.
  • Excellent command of the English language.
  • Exceptional interpersonal skills with a diverse clientele.
  • Positive and collaborative team player.
  • Willingness to learn as technology evolves.
  • Professional appearance and attire are expected.

Education/Training:

Minimum of an Associate degree is preferred, along with 3+ years of experience in technical support. Equivalent combinations of education and experience will be considered.

Work Environment:

This position requires on-site work at various educational facilities. The analyst will work Monday through Friday, with hours adjusted to accommodate school schedules and events.

Leadership:

The Technical Support Specialist will receive daily direction from the IT Specialist/Manager overseeing their assigned area, who will provide regular updates and ensure deadlines are met.