Job Title : Field Tech (Desk Side) Support Analyst

Duration: 6 Months

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

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

Job Type: Contract

Pay: $18.00 - $20.00 per hour

Schedule:

• 8 hour shift

Experience:

• Field Tech (Desk Side) Support Analyst: 5 years (Required)
• OS updates and patches on Apple, Chromebooks, and Windows: 4 years (Required)
• Install, configure, and support printing devices: 5 years (Required)
• update Chrome carts for student use: 4 years (Required)

Work Location: In person