Crescens
Field Tech Support Analyst
Crescens, Atlanta, Georgia, United States, 30383
Job Title: Field Tech Support AnalystDuration: 1 yearLocation: Atlanta, GA ( onsite )Description:
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 IT Specialist/Manager for the assigned cluster to meet the operational needs of the assigned 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 TIMESBuild strong relationships with the school administration team, including but not limited to the Principal, Assistant Principal, Main Office staff, business managers and media specialistsmArrive at the school no less than 30 minutes prior to first bellMonitor assigned support tickets for assigned locations; troubleshoot and resolve issues reportedWork 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 contactSupport a teaming environment with field support technicians at other schools within your assigned cluster and beyondPerform support activities including but not limited to:
Proactively check the status of computer labs & media center computers on a daily basicMaintain and update Chrome carts for student useMaintain, update, and troubleshoot interactive whiteboards, panels, digital signage devices and projectors to ensure that they are functional.Ensure "test readiness" for standardized tests through updating carts and lab equipmentTroubleshoot and/or replace Kronos hardMaintain and troubleshoot location Marquee signsTroubleshoot and resolve minor wireless and network issuesInstall OS updates and patches on Apple, Chromebooks, and Windows based PC devicesInstall, configure, and support printing devices.Maintain accurate asset assignment in Nimbus and Incident IQ.Maintain work areas and workspaces, including MDF/IDF closetsCoordinate removal of obsolete equipment as requireServe as first point of contact for Media Center Specialists/Technical Liaisons for one- to-one student devices as neededMeet with onsite vendors as required to support L3 teamsAssist with deployment of new equipmentCheck monitoring tools for any school outages (wireless AP, switches, kronos clocksProvide support for IT projects and AV events in the assigned schoolsDocument all work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposesRecord and submit checklists or other documentation as required for upward reporting andaccountabilityAttend mandatory monthly professional development meetingsRetrieve parts or other items needed to resolve issues from the Client IT WarehouseOther duties as assigned.Skills :
3+ years of work experience minimumA+ CertificationStrong customer service skillsStrong oral and written communication skillsProficient in understanding network infrastructure and wireless supportPrior experience with desk side support is a MUSTMicrosoft Windows certification is a plusITIL experience/certification is a plusMust have clean criminal record with the ability to pass fingerprint background checkMust be authorized to work in the United StatesMust hold a valid driver's license and dependable personal vehicle
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 IT Specialist/Manager for the assigned cluster to meet the operational needs of the assigned 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 TIMESBuild strong relationships with the school administration team, including but not limited to the Principal, Assistant Principal, Main Office staff, business managers and media specialistsmArrive at the school no less than 30 minutes prior to first bellMonitor assigned support tickets for assigned locations; troubleshoot and resolve issues reportedWork 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 contactSupport a teaming environment with field support technicians at other schools within your assigned cluster and beyondPerform support activities including but not limited to:
Proactively check the status of computer labs & media center computers on a daily basicMaintain and update Chrome carts for student useMaintain, update, and troubleshoot interactive whiteboards, panels, digital signage devices and projectors to ensure that they are functional.Ensure "test readiness" for standardized tests through updating carts and lab equipmentTroubleshoot and/or replace Kronos hardMaintain and troubleshoot location Marquee signsTroubleshoot and resolve minor wireless and network issuesInstall OS updates and patches on Apple, Chromebooks, and Windows based PC devicesInstall, configure, and support printing devices.Maintain accurate asset assignment in Nimbus and Incident IQ.Maintain work areas and workspaces, including MDF/IDF closetsCoordinate removal of obsolete equipment as requireServe as first point of contact for Media Center Specialists/Technical Liaisons for one- to-one student devices as neededMeet with onsite vendors as required to support L3 teamsAssist with deployment of new equipmentCheck monitoring tools for any school outages (wireless AP, switches, kronos clocksProvide support for IT projects and AV events in the assigned schoolsDocument all work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposesRecord and submit checklists or other documentation as required for upward reporting andaccountabilityAttend mandatory monthly professional development meetingsRetrieve parts or other items needed to resolve issues from the Client IT WarehouseOther duties as assigned.Skills :
3+ years of work experience minimumA+ CertificationStrong customer service skillsStrong oral and written communication skillsProficient in understanding network infrastructure and wireless supportPrior experience with desk side support is a MUSTMicrosoft Windows certification is a plusITIL experience/certification is a plusMust have clean criminal record with the ability to pass fingerprint background checkMust be authorized to work in the United StatesMust hold a valid driver's license and dependable personal vehicle