Field Tech (Desk Side) Support Analyst - American Technology Consulting

Title:Field Tech (Desk Side) Support AnalystLocation:130 Trinity Ave SW 5th Floor Atlanta, Georgia 30303-0000Interview:WebcamPurpose:The Atlanta Public School System is seeking the services of multiple Field TechSupport Analysts to provide direct first-line desk side support to APS schoolsand administrative locations.Summary:The Field Tech Support Analyst will be assigned to 1 or more schools orlocations. The number of assigned locations depends on the student enrollmentand number of employees. Work is directed by the IT Specialist/Manager for theassigned cluster to meet the operational needs of the assigned school.Scope of Work/Key Responsibilities:Adhere to established standard operating procedures and service level agreementsthrough the following:Maintain exceptional customer service posture at ALL TIMESBuild strong relationships with the school administration team, including butnot limited to the Principal, Assistant Principal, Main Office staff, businessmanagers and media specialistsArrive at the school no less than 30 minutes prior to first bellMonitor assigned support tickets for assigned locations; troubleshoot andresolve issuesreportedWork with Level 3 support and specialized Subject Matter Expects to resolveadvanced technical issues.Escalate complex issues to the IT Specialist/Manager for the assigned cluster asfirst point of contactSupport a teaming environment with field support technicians at other schoolswithin yourassigned cluster and beyondPerform support activities including but not limited to:o Proactively check the status of computer labs & media center computers on adaily basiso Maintain and update Chrome carts for student useo Maintain, update, and troubleshoot interactive whiteboards, panels, digitalsignage devices and projectors to ensure that they are functional.o Ensure “test readiness” for standardized tests through updating carts and labequipmento Troubleshoot and/or replace Kronos hardwareo Maintain and troubleshoot location Marquee signso Troubleshoot and resolve minor wireless and network issueso Install OS updates and patches on Apple, Chromebooks, and Windows based PCdeviceso Install, configure, and support printing devices.o Maintain accurate asset assignment in Nimbus and Incident IQ.o Maintain work areas and workspaces, including MDF/IDF closetso Coordinate removal of obsolete equipment as requiredo Serve as first point of contact for Media Center Specialists/TechnicalLiaisons for one- to-one student devices as neededo Meet with onsite vendors as required to support L3 teamso Assist with deployment of new equipmento Check monitoring tools for any school outages (wireless AP, switches, kronosclocks)Provide support for IT projects and AV events in the assigned schoolsDocument all work performed (and steps to resolve issues) at all times withinticketing system for audit or knowledgebase purposesRecord and submit checklists or other documentation as required for upwardreporting andaccountabilityAttend mandatory monthly professional development meetingsRetrieve parts or other items needed to resolve issues from the APS IT WarehouseOther duties as assigned.Contract Duration:1 year (initial)Option to extend annually - based on performance.Skills and Qualifications:3+ years of work experience minimumA+ CertificationStrong customer service skillsStrong oral and written communication skillsProficient in understanding network infrastructure and wireless supportPrior experience with Desk Side support is a MUSTMicrosoft Windows certification is a plusITIL experience/certification is a plusMust have clean criminal record with the ability to pass fingerprint backgroundcheckMust be authorized to work in the United StatesMust hold a valid driver's license and dependable personal vehiclePersonal Attributes:Must be punctual, present and visible throughout the workdayCreative, curious, analytical, enthusiastic and display strong attention todetailAbility to work independently and effectively on tight deadlines, as necessaryExcellent command of English languageExceptional customer service skills, including the ability to interactprofessionally with adiverse group of customersPositive and productive team playerDesire to learn new skills as technology evolvesBusiness casual attire (i.e., no sweat pants or jeans with holes;sneakers/basketball shoesallowed)Neat and clean appearance to include personal hygieneEducation/Training:Minimum of Associate degree (preferred)3+ years of experience in field tech support. Equivalent combination ofeducation and experience will be considered.Work:This work will be completed on-site at any of the Atlanta Public Schoolslocations or otherbuildings (depending on event) in the metro Atlanta area. The analyst will workM-F. Hours may vary to accommodate the school hours for Elementary, Middle, HighSchools, and special events. Field techs are required to retrieve parts or otheritems needed to resolve issues from the APS IT Warehouse at “1631 LafranceStreet NE.”Leadership:The Field Tech (Desk Side) Support Analyst will take day-to-day direction fromthe IT Specialist/Manager over their assigned cluster. The IT Specialist/Managerassigned to their region operates as the supervisor. He/she is responsible forproviding regular updates and meeting the deadlines imposed by the district.