Global Pharma Tek
Deskside Support Analyst
Global Pharma Tek, Atlanta, Georgia, United States, 30383
Job Title: Deskside TechnicianLocation: Atlanta,GADuration: 12 Months
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 tthe Principal, Assistant Principal, Main Office staff, business managers and media specialistsArrive at the school in 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 basisMaintain 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 hardwareMaintain 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 requiredServe 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 clocks)Provide 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 knowledge base purposesRecord and submit checklists or other documentation as required for upward reporting and accountabilityAttend mandatory monthly professional development meetingsRetrieve parts or other items needed to resolve issues from the Client IT Warehouse
Skills and Qualifications: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
Education/Training:Minimum of Associate degree (preferred)3+ years of experience in field tech support.Equivalent combination of education and experience will be considered.
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 tthe Principal, Assistant Principal, Main Office staff, business managers and media specialistsArrive at the school in 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 basisMaintain 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 hardwareMaintain 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 requiredServe 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 clocks)Provide 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 knowledge base purposesRecord and submit checklists or other documentation as required for upward reporting and accountabilityAttend mandatory monthly professional development meetingsRetrieve parts or other items needed to resolve issues from the Client IT Warehouse
Skills and Qualifications: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
Education/Training:Minimum of Associate degree (preferred)3+ years of experience in field tech support.Equivalent combination of education and experience will be considered.