Field Tech Support Analyst

---

Job description

Job Id: 56695
Title: Field Tech Support Analyst
Location: 130 Trinity Ave SW Atlanta, Georgia 30303
Duration: 12 Months

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 Senior Field Support Tech for the assigned cluster to meet the operational needs of the assigned school. He/she will work under the supervision of the APS IT School Support Specialists.
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
• 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

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 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

Personal Attributes:

• Must be punctual, present and visible throughout the work day
• Creative, curious, analytical, enthusiastic and display strong attention to detail
• Ability to work independently and effectively on tight deadlines, as necessary
• Excellent command of English language
• Exceptional customer service skills, including the ability to interact professionally with a diverse group of customers
• Positive and productive team player
• Desire to learn new skills as technology evolves
• Business casual attire(i.e., no sweat pants or jeans with holes; sneakers/basketball shoes allowed)
• Neat and clean appearance to include personal hygiene

Education/Training:

• Minimum of Associate degree (preferred)
• 3+ years of experience in field tech support. Equivalent combination of education and experience will be considered

- provided by Dice

<!– job description page –>