Deskside Support Analyst

Job Title:

Deskside Technician

Location:

Atlanta, GA

Duration: 12 Months

• Adhere to established standard operating procedures and service level agreements.
• 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 in less than 30 minutes prior to first bell.
• Monitor assigned support tickets for assigned locations; troubleshoot and resolve issues reported.
• Work with Level 3 support and specialized Subject Matter Experts to resolve advanced technical issues.
• Escalate complex issues to the IT Specialist/Manager 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.
• Proactively check the status of computer labs & media center computers on a daily basis.
• Maintain and update Chrome carts for student use.
• Maintain, 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 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, Chromebooks, and Windows based PC devices.
• Install, configure, and support printing devices.
• Maintain accurate asset assignment in Nimbus and Incident IQ.
• Maintain work areas and work spaces, including MDF/IDF closets.
• Coordinate removal of obsolete equipment as required.
• 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 knowledge base 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 Client IT Warehouse.

• 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

• Minimum of Associate degree (preferred)
• 3+ years of experience in field tech support.
• Equivalent combination of education and experience will be considered.