Vacancy expired!
- Perform all duties of Field Tech (Desk Side) Support Analysts
- Monitor assigned support tickets for assigned cluster; ensure tickets are resolved in adherence to SLA measurements
- Serve as the first point of escalation/contact to the Field Tech (Desk Side) Support Analysts
- Maintain weekly contact with school principals, assistant principals, business managers for all schools within the assigned cluster to ensure satisfaction of technical support
- Shift resources and prioritize tasks as required to meet deadlines and target completion dates
- Assist in training Field Tech Support Analysts through “train the trainer” approach
- Provide support for projects that may be running in the schools, to include providing directions for the Field Tech (Desk Side) Support Analyst teams, as needed
- Identify training needs for field support technicians within the assigned cluster
- 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
- Send weekly summary – using template - for assigned cluster to key members of leadership team (Principal, Assistant Principal, School Support Specialists, IT Director) for visibility of issues and accomplishments
- Drive “Day One” initiatives and documentation
- Drive testing support for schools
- Attend mandatory monthly professional development meetings
- Retrieve parts or other items needed to resolve issues from the APS IT Warehouse
- Provide support for IT projects and AV events in the assigned schools
- Provide QA and follow up with corrections to maintain a high level of service delivery for techs and vendors
- 1 year (initial)
- Option to extend annually - based on performance.
- Minimum 2 years APS Field Tech (Desk Side) Support Analyst experience
- A+ Certification
- Proven track record of a high level of performance and high customer satisfaction
- Strong technical and analytical skills
- Strong customer service skills
- Strong oral and written communication skills
- Proficient in understanding network 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 with dependable personal vehicle
- Strong leadership skills
- 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
- Minimum of Associate degree (preferred)
- 5+ years’ experience in field tech. support. Equivalent combination of education and experience will be considered.
- ID: #23742099
- State: Georgia Atlanta 30301 Atlanta USA
- City: Atlanta
- Salary: $15+
- Job type: Contract
- Showed: 2021-12-02
- Deadline: 2022-01-17
- Category: Systems/networking