Field Technical Support

Field Tech (Desk Side) Support Analyst @Atlanta,GA (Onsite)

*Must have an active A Certification

*Must be open to 1099 contracts (NO W2/C2C)

*Must be local to GA state

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
• Escalate complex issues to the senior technician 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
• Checking Interactive Whiteboards (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 and Windows based PC devices
• Install and configure printing devices.
• Maintain accurate asset assignment in Nimbus
• Track hardware inventory through Gigatrak system
• Maintain work areas and work spaces, including MDF/IDF closets
• Coordinate removal of obsolete equipment as required
• Support printers and printing devices
• 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

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

Best Regards.

Sara RG,

DRS IT Solutions, Inc

28175 Haggerty Road,

Novi, MI 48377

(C) 248-440-7600 EXT -4

sara@drsitsolutions.com