Field Tech (Desk Side) Support
Location: Atlanta, GA C2C, Duration: 7+ Months
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
- Work 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 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
- Maintain, 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 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, Chromebooks, and Windows based PC devices
- Install, configure, and support printing devices.
- Maintain accurate asset assignment in Nimbus and Incident IQ.
- Maintain work areas and workspaces, including MDF/IDF closets
- Coordinate removal of obsolete equipment as required
- 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 APS IT Warehouse
- Other duties as assigned.
Required:
- 3+ years of work experience minimum
- A+ Certification
- Strong customer service skills
- Strong oral and written communication skill
- Proficient in understanding network infrastructure and wireless support
- 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 fingerprint background check
- Must be authorized to work in the United States
- Must hold a valid driver's license and dependable personal vehicle
Required Personal Attributes:
- Must be punctual, present and visible throughout the workday
- Creative, curious, analytical, enthusiastic and display 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 (i.e., no sweat pants or jeans with holes; sneakers/basketball shoes allowed)
- Neat and clean appearance to include personal hygiene
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