Job ID: GA-56037 (93190303)
Onsite Desktop Support Technician (A+) with field support, ITIL, Windows, networking/wireless support experience
Location: Atlanta, Georgia (APS – IT)
Duration: 6 months
Skills:
Skills Others Customer Service Advanced (7-9 Years) Yes
Skills Others Desk side support experience Proficient (4-6 Years) Yes
Skills Others Field tech experience Advanced (7-9 Years) No
Skills Others ITIL experience/certification Proficient (4-6 Years) No
Skills Others Microsoft Windows Certification Proficient (4-6 Years) No
Skills Others Communication skills both verbal and written Advanced (7-9 Years) No
Skills and Qualifications:
3+ years of work experience minimum
A+ Certification a plus
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
Summary:
Atlanta Public Schools’ Digital Bridge program allows students to access and take advantage of digital resources and tools at both school and home. The Student Device Support Specialist directly supports students to ensure they have the opportunity to engage in 21st Century Learning. He/she 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 Digital Bridge Program Manager for the assigned cluster to meet the operational needs of the assigned school. He/she will work under the supervision of the Digital Bridge Program Manager.
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.
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:
o Maintain and update Chrome carts for student use.
o Install OS updates and patches on Chrome, Apple and Windows based PC devices.
o Maintain accurate asset assignments in Asset Management System.
o Conduct bi-annual inventory of student devices.
o Maintain work areas and work spaces.
o Coordinate removal of obsolete equipment as required.
o Serve as first point of contact for Media Center Specialists/Technical Liaisons for one-to-one student devices.
o Assist with planning, coordination, deployment & collection of student equipment.
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.
Serves as lead asset management specialist for schools.
Ensures Digital Bridge technical teams are following set processes & procedures.
Technical support liaison between Schools, Information & Instructional Technology.
Works directly with break-fix vendor on receiving equipment and turning equipment over for repairs or re-distribution.
Liaison and Asset Management & Ticketing System ambassador for schools.
Trains and assists Digital Bridge Team members with Incident IQ asset management & ticketing.
Works with School Field technicians on device support flow for existing assets outside of the 40,000 new student devices.
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 specialist will work M-F. Hours may vary to accommodate the school hours for elementary, middle, high schools, and special events.
Digital Bridge Support Specialists must have a valid driver’s license to travel around the metro Atlanta area to the various schools and administrative locations.
Leadership:
The Digital Bridge Support Specialist will take day-to-day direction from the Digital Bridge Program Manager. He/she is responsible for providing regular updates and meeting the deadlines imposed by the district.