Field Tech (Desk Side) Support Analyst

Field Tech (Desk Side) Support Analyst 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 Senior Field Support Tech for the assigned cluster to meet the operational needs of the assigned school. He/she will work under the supervision of the APS IT School Support Specialists. 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 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 work day 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 Sr. Field Support Technician over their assigned cluster. The School Support Specialist assigned to their region operates as the supervisor. He/she is responsible for providing regular updates and meeting the deadlines imposed by the district. Submissions: Candidate Resume/profile Location Requirements Candidate must be local or willing to commute or relocate. Candidate Must Be Local Additional Location Details (City, State) : Background 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. Agency Certification(s) Please read and understand the following statement carefully: I understand that a person who enters into an agreement in restraint of trade or in restraint of free and open competition in any transaction with the state may, upon conviction thereof, be punished by imprisonment for not less than one nor more than five years pursuant to OCGA 16-10-22. I further agree that when there is a prior agreement or understanding between a vendor and a state agency or state employee regarding the acceptance of any offer, such conduct is collusive, fraudulent and in restraint of trade and in restraint of free and open competition on the part of both the vendor and the state agency or state employee. Do you agree with the above statement? I Agree Break Out Invoice By Breakout Invoice By Type Category Qualification Description Competency Required Skills Languages A+ Proficient (4-6 Years) No Skills Others 3+ years of experience in field tech support. Equivalent combination of education and experience will be considered Proficient (4-6 Years) No Skills Others desk side support experience Proficient (4-6 Years) Yes Skills Others ITIL experience/certification Proficient (4-6 Years) No Skills Others Microsoft Windows Certification Proficient (4-6 Years) No Skills Others Minimum of Associate degree (preferred) Proficient (4-6 Years) No Skills Others Communication skills both verbal and written Advanced (7-9 Years) No