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Field Tech (Deskside) Support Analyst
Ref No.: 18-22021
Location: Atlanta, Georgia
Job Details:
Title : Field Tech (Deskside) Support Analyst (53932)
Location: 130 Trinity Ave SW Atlanta, Georgia 30303-0000
Duration: 10 Months Contract

Job Description
Field Tech (Deskside) Support Analysts

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:
  • Install applications onto devices as required for instruction.
  • Escalate major issues to appropriate Tier 3 technical teams.
  • Checking computer labs & media center computers several times per week.
  • Install OS updates and patches on Apple and Windows based PC devices.
  • Checking Interactive Whiteboards (and Projectors) to ensure that they are functional.
  • Troubleshoot and/or replace Kronos hardware.
  • Maintain and troubleshoot location Marquee signs.
  • Troubleshoot and resolve minor wireless and network issues.
  • Install and configure printing devices.
  • 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.
· Contract Duration: 1 year (initial)
· Option to extend annually - based on performance.
Skills and Qualifications:
  • 3 years' work experience minimum ... 5+ years preferred:
· 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.
Personal Attributes:
· Creativity and strong attention to detail
· Ability to work independently and effectively on tight deadlines, as necessary
· Excellent command of English language
· Exceptional customer service skills, including the ability to interact professionally with a diverse group of customers
· Positive and productive team player
· Desire to learn new skills as technology evolves.
· Business casual attire
· Neat and clean appearance to include personal hygiene
Education/Training:
· Minimum of Associate degree (preferred)
· 3+ years' experience in field tech support. Equivalent combination of education and experience will be considered.
Work:
· This work will be completed on-site at any of the Atlanta Public Schools locations or other buildings (depending on event) 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, high schools, and special events. Travel may be necessary.
· Field techs will be required to pick up parts or other items needed to resolve issues from the Client IT Warehouse at "1631 Lafrance Street NE.”
Leadership:
· The Field Tech (Deskside) Support Analyst will take day-to-day direction from the School Support Specialist assigned to their region. He/she will be responsible for providing regular updates and meeting the deadlines imposed by the district.