Field Tech Desk Side Support Analyst

Job Description

We have 2 positions for a Field Tech Desk Side Support Analyst with one of our clients in Atlanta, GA for an initial contract duration of 7 months. US citizens and all those authorized to work in the US are encouraged to apply.

Purpose:

The Client is seeking the services of multiple Field Tech Support Analysts to provide direct first-line desk side support to APS schools and administrative locations.

Summary:

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 Client 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 Client Warehouse