Job Post Details

3526
Covendis has listed a new job opportunity for a(n): Field Tech Support Analyst - KIPP in Atlanta, GA
07/10/2019
Field Tech Support Analyst - KIPP
07/01/2019
06/30/2020
Atlanta
GA

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 Kipp - Woodson Park Academy (KWPA).

Summary:

The Field Tech Support Analyst will be assigned to Woodson Park Academy. Work is performed to meet the operational needs of the 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
  • 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 at Woodson Park Academy. The analyst will work M-F.  Hours may vary to accommodate the school hours and special events. 

 

Submissions:

  • Candidate Resume/profile
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