Job Description :
Position: Field Tech (Deskside) Support Analyst
Duration: 6 Months
Location: Atlanta, GA - 30308
Local Candidates Preferred
The Field Tech Support Analyst will be assigned to 1 or more schools or locations. The number of assigned locations will depend on the student enrollment and number of employees. He/she will work under the general supervision of the APS IT School Support Specialists.
Scope of Work/Key Responsibilities:
Monitor support tickets submitted from assigned locations, troubleshoot and resolve issues reported.
Perform support activities including but not limited to:
o Install applications onto devices as required for instruction.
o Escalate major issues to appropriate Tier 3 technical teams.
o Checking computer labs & media center computers several times per week.
o Install OS updates and patches on Apple and Windows based PC devices.
o Checking Interactive Whiteboards (and Projectors) to ensure that they are functional.
o Troubleshoot and/or replace Kronos hardware.
o Maintain and troubleshoot location Marquee signs.
o Troubleshoot and resolve minor wireless and network issues.
o Install and configure printing devices.
o Update user and asset information in database (as necessary)
Provide support for IT projects in the schools.
Follow established processes and procedures. Report to IT School Support Specialists any suggestions that will improve process or make support easier or more efficient.
Work with schools to understand technology needs and funnel requirements to IT department through reporting manager/supervisor.
Maintain exceptional customer service posture at ALL TIMES.
Document 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 may be required.
Must attend mandatory monthly professional development meetings.
Skills and Qualifications:
A+ Certification
Strong customer service skills
Strong oral and written communication skills
Proficient in understanding network infrastructure and wireless support
Prior experience with deskside 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 Unites States.
Must hold a valid driver''s license and dependable personal vehicle.