Sr Field Tech (Desk side) Support Analyst

Position Details:

Job Title: Sr Field Tech (Desk side) Support Analyst

Location: Atlanta, GA 30303

Duration: 10 Months

Description

Purpose:

· The Atlanta Public School System is seeking the services of a Sr Field Tech. Support Analyst to provide advanced first-line desk side support to APS schools and administrative locations.

Summary:

· The Sr Field Tech. Support Analyst will be assigned to 1 or more schools or sites (up to a max of 3 sites). The number of assigned sites will depend on the student enrollment and number of employees. He/she will work under the general supervision of the APS School Support Specialist who has overall responsibility for the regional support.

Scope of Work/Key Responsibilities:

· Monitor support tickets submitted from assigned sites and resolve issues reported/logged.

· Prioritize Field Tech. Support Analysts tickets for assigned sites and team members

· Install Apple apps onto devices as required for instruction.

· Troubleshoot and resolve minor wireless, network or switch issues

· Escalate major issues (wireless, network etc.) to IT Infrastructure technical teams as necessary.

· Perform proactive support activities including but not limited to:

· Checking computer labs & media centers several times per week.

· Updating Apple iOS on MacBook, iPad & iPod carts

· Installing and setting up Air Watch on mobile devices

· Installing Windows updates and patches

· Identify and update (or report) unsupported operating systems … i.e. Windows XP

· Ensuring that antivirus software installed on all machines and scans are completed routinely.

· Checking Interactive White Boards (and Projectors) in classrooms to ensure that they are functional.

· Update user and asset information in database (as necessary)

· Inventory, validate and report all technology items in schools. Report any asset transfers to ensure ownership is properly captured.

· Provide support for projects that may be running in the schools, to include supervision of field tech. support analyst teams, as needed.

· Follow established processes and procedures. Report to IT 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.

Contract Duration:

· 1 year (initial)

· Option to extend annually - based on performance.

Skills and Qualifications:

· 5+ years' work experience (minimum)

· A+ Certification

· Strong customer service skills

· Proficient in understanding of network, wireless support (from end-user point of view)

· Knowledge of best practice security standards and techniques

· 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 finger-print background check

· Must be authorized to work in the Unites States.

· Must hold a valid drivers license.

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

· Positive, productive team player

· Leadership qualities

· Desire to learn new skills and improve

Education/Training:

· Minimum of Associate degree (preferred)

· 5+ years’ experience in field tech. support. Equivalent combination of education and experience will be considered.

Work:

· This work will be completed on-site at the any of the Atlanta Public Schools sites or building in the metro Atlanta area. The analyst would need to work M, T, W, TH, F (typically 8am – 5pm). Hours may change slightly to accommodate the school hours for elementary, middle and high schools.

· Field Techs assigned to more than 1 site (or location) will have sites within the same geographical region assigned to them. All effort will be made to ensure that the commute between sites does not exceed 10 miles.

· Field techs will be required to pick up parts or other items needed to resolve issues from the APS IT Warehouse at “1631 Lafrance Street NE”, and must have their own means of transportation to the warehouse.

Leadership:

· The Sr Field Tech. Support Analyst will take day-to-day direction from the School Support Specialist assigned to their region. He/she may be responsible for supervision of other field tech. support analysts during routine project assignments (ex., Spring Break, Summer Readiness, site switch installation, etc.) to ensure teams are performing assigned tasks and will meet communicated deadlines. He/she will be responsible for providing regular updates and meeting the deadlines imposed by the district.

All your information will be kept confidential according to EEO guidelines.