GDC Technical Support Analyst

Short Description

Under direct supervision, provides management information system user support on a continuing basis either by phone or site visit. Troubleshoots end‑user problems.

The Georgia Department of Corrections (GDC) protects the public by operating secure facilities and providing opportunities for offender rehabilitation. GDC is seeking a Technical Program Analyst within the Office of Information Technology (Client). The position supports the needs of the State Offices South (Tift Campus) location as well as facilities under GDC and Georgia Correctional Industries (GCI). The qualified candidate will be able to perform the following duties to include but not limited to analyzing, optimizing, and improving computer systems for GDC's Inmate Services.

This position will be responsible for handling any break‑fix issues for hardware and software in this area. The candidate should also be able to assess, operate, test, and repair equipment currently used by GDC and its employees and students. This person should be highly motivated to identify program needs, document program process and procedures, participate in strategic planning meetings, and be able to work under limited to no supervision.

A successful candidate will also have a strong background with new and emerging technologies as well as a strong background in computer information systems. GDC is looking for someone with excellent verbal and written communication skills and must be a team player.

The qualified candidate is also responsible for administering, maintaining and supporting the Google Chrome Management Console used across educational programs and instructional environments as well as GCI. This position ensures seamless operation of Chromebook, Chrome browser settings, user profiles and connected educational apps, while providing high quality technical assistance to staff. Responsibilities include setting up and maintaining users, groups, and resources.

Ensure that the environment is secure and that GDC data is protected. The qualified candidate is responsible for configuring and managing Google Workspace services such as Gmail, Drive, Docs, Sheets, Slides, Meet, Chat, Calendar, and more. In addition, the qualified candidate will be responsible for providing support to users and troubleshooting issues that arise with the Google Workspace environment.

This position will be located at either the State Offices South location (Tift Campus) in Forsyth, GA or the Georgia Correctional Industries location in Decatur, GA upon request. Travel will be required. GDC offers a hybrid work schedule with three days in office and two days teleworking after a six‑month training period.

• If going to a correctional facility, expensing mileage will be allowed.
• Going to one of the sites (Decatur or Forsyth) for regular work, mileage reimbursement will NOT be allowed.

• Manage and administer the Google Chrome Management Console for all GDC/GCI devices and users including Gmail, Calendar, Group, Shared Mailboxes, Google Sites, and associated policy and account management.
• Using information provided in the Admin Console, monitor every aspect of the Google Workspace domain. Major metrics include usage, user status, storage, security and file sharing.
• Manage and monitor sync tools and to ensure proper logging, email alerts, and reports.
• Configure, deploy, and update Chromebooks, extensions and educational applications.
• Enforce device and user policies, including content filters, sign‑in restrictions, and security settings.
• Provide tier 1‑2 technical support to teachers on Chrome OS and Google Workspace for education.
• Troubleshoot hardware, software and connectivity issues related to Chrome devices.
• Collaborate with instructional technology teams to ensure compatibility of digital learning tools.
• Maintain accurate inventory records for Chrome devices and peripherals.
• Document support procedures, user guides, and troubleshooting steps.
• Analyze support trends to recommend improvements in device management and user experience.
• Monitor system performance, updates and security compliance within the Chrome…