Title: Field Tech (Desk Side) Support Analyst

Location: 130 Trinity Ave SW 5th Floor Atlanta, Georgia 30303-0000

Interview: Webcam

Purpose:

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.

Summary:

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.

Scope of Work/Key Responsibilities:

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 Expects 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:

o Proactively check the status of computer labs & media center computers on a daily basis

o Maintain and update Chrome carts for student use

o Maintain, update, and troubleshoot interactive whiteboards, panels, digital signage devices and projectors to ensure that they are functional.

o Ensure “test readiness” for standardized tests through updating carts and lab equipment

o Troubleshoot and/or replace Kronos hardware

o Maintain and troubleshoot location Marquee signs

o Troubleshoot and resolve minor wireless and network issues

o Install OS updates and patches on Apple, Chromebooks, and Windows based PC devices

o 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 closets

o Coordinate removal of obsolete equipment as required

o Serve as first point of contact for Media Center Specialists/Technical Liaisons for one- to-one student devices as needed

o Meet with onsite vendors as required to support L3 teams

o Assist with deployment of new equipment

o 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.

Contract Duration:

1 year (initial)

 Option to extend annually - based on performance.

Skills and Qualifications:

 3 years of work experience minimum

A Certification

 Strong customer service skills

 Strong oral and written communication skills

 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

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

Education/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.