Field Tech Support Analyst**THIS IS AN ON-SITE POSITION**The Atlanta Public School System is seeking the services of multiple Field Tech Support Analysts to provide direct first-line desk side support to APS schools and administrative locations.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 IT Specialist/Manager for the assigned cluster to meet the operational needs of the assigned school.Adhere to established standard operating procedures and service level agreements through the following:Maintain exceptional customer service posture at ALL TIMESBuild strong relationships with the school administration team, including but not limited to the Principal, Assistant Principal, Main Office staff, business managers and media specialistsArrive at the school no less than 30 minutes prior to first bellMonitor assigned support tickets for assigned locations; troubleshoot and resolve issues reportedWork with Level 3 support and specialized Subject Matter Experts to resolve advanced technical issues.Escalate complex issues to the IT Specialist/Manager for the assigned cluster as first point of contactSupport a teaming environment with field support technicians at other schools within your assigned cluster and beyondPerform support activities including but not limited to:Proactively check the status of computer labs & media center computers on a daily basisMaintain and update Chrome carts for student useMaintain, update, and troubleshoot interactive whiteboards, panels, digital signage devices and projectors to ensure that they are functional.Ensure “test readiness” for standardized tests through updating carts and lab equipmentTroubleshoot and/or replace Kronos hardwareMaintain and troubleshoot location Marquee signsTroubleshoot and resolve minor wireless and network issuesInstall OS updates and patches on Apple, Chromebooks, and Windows based PC devicesInstall, configure, and support printing devices.Maintain accurate asset assignment in Nimbus and Incident IQ.Maintain work areas and workspaces, including MDF/IDF closetsCoordinate removal of obsolete equipment as requiredServe as first point of contact for Media Center Specialists/Technical Liaisons for one-to-one student devices as neededMeet with onsite vendors as required to support L3 teamsAssist with deployment of new equipmentCheck monitoring tools for any school outages (wireless AP, switches, kronos clocks)Provide support for IT projects and AV events in the assigned schoolsDocument all work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposesRecord and submit checklists or other documentation as required for upward reporting and accountabilityAttend 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 background checkMust 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 to detailAbility to work independently and effectively on tight deadlines, as necessaryExcellent command of English languageExceptional customer service skills, including the ability to interact professionally with a diverse 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 shoes allowed)Neat and clean appearance to include personal hygieneEducation/Training:Minimum of Associate degree (preferred)3+ years of 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 will work M-F. Hours may vary to accommodate the school hours for Elementary, Middle, High Schools, and special events.
Field techs are required to retrieve parts or other items needed to resolve issues from the APS IT Warehouse at “1631 Lafrance Street NE.”Leadership:The Field Tech (Desk Side) Support Analyst will take day-to-day direction from the IT Specialist/Manager over their assigned cluster. The IT Specialist/Manager assigned to their region operates as the supervisor. He/she is responsible for providing regular updates and meeting the deadlines imposed by the district.Location RequirementsCandidate must be local or willing to commute or relocate.
- Candidate Must Be LocalAdditional Location Details (City, State): - Atlanta, GABackground Verification (Suppliers shall use Info Cubic (IC) for background verifications.)Upon candidate selection: - APS will place notification on the proposal providing detailed instructions for additional live scan fingerprinting and next steps.