Job Description :
Purpose:

The Atlanta Public School System is seeking the services of a Service Desk Analyst to provide direct first-line level 1 service desk support to APS schools and administrative locations.



Summary:

The Service Desk Analyst will work with a team of other service desk analysts, under the general supervision of a Service Desk Team Lead and the IT Service Operations Manager, who is responsible overall for the Service Desk operations. Depending on the proficiency and level of expertise, the Service Desk Analyst may be selected to be part of the level 2 support (within the service desk) to provide expert support to other Analysts for critical issues or applications.



Scope of Work/Key Responsibilities:

Monitor telephone system and take calls from APS users
Log all reported incidents, Fulfillment Requests (Service Requests) and attempt to resolve issues at 1st contact in accordance with established SLA’s
Escalate incidents to level 2 or level 3 support according to established processes and procedures
Track and follow-up on incidents escalated to technical teams to ensure issues are resolved promptly and closed
Remotely connect to user computers and assist with resolving issues as necessary.
Perform proactive support activities including but not limited to:
o Ensuring that antivirus software installed on all machines and scans are completed routinely.
o Update user and asset information in database (as necessary)
Provide support for APS IT projects (as needed)
Follow established processes and procedures.
Report to IT any suggestions that will improve process or make support easier or more efficient
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 required


Contract Duration:

1 year (initial)
Option to extend annually - based on performance
Skills and Qualifications:

3+ years'' work experience (minimum) … 5+ years preferred:



HDICSR certification (or similar)preferred
Strong customer service skills
Prior experience with service desk support is a MUST
Prior experience working as a desk side support analyst is a plus
A+ Certification is a plus
Proficient in understanding of network, wireless support
Knowledge of best practice security standards and techniques is a plus
Microsoft Windows certification is a plus
ITIL experience/certification is a plus
Must have clean criminal record with the ability to pass finger-print background check
Must be authorized to work in the Unites States


Personal Attributes:

Creativity and strong attention to detail
Ability to work effectively on tight deadlines, as necessary
Excellent command of English language
Oral and written communication skills
Exceptional customer service skills, including the ability to interact professionally with a diverse group of customers
Ability to work under pressure and stay calm/focused when working with irate customers or users
Positive, productive team player
Desire to learn new skills and improve


Education/Training:

Minimum of Associate degree preferred
3+ years’ experience in Service Desk support. Equivalent combination of education and experience will be considered.


Work:

This work will be completed on-site at the Atlanta Public Schools CLL Building located at 130 Trinity Avenue, Atlanta GA 30303. The service desk analyst would need to work in 1 of 3 shifts M, T, W, TH, F (between the hours of 7am – 5pm), except on district holidays.



Leadership:

The Service Desk Analyst will take day-to-day direction from the Service Desk Team Lead and the IT Service Operations Manager, who has overall responsibility for the Service Desk Operations. He/she will be responsible for providing regular updates as needed and meeting the deadlines imposed by the district.



Submissions:

Candidate Resume/profile