Help Desk Support

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
Arrive at the school no 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 Expects 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
Perform support activities including but not limited to:
o Proactively check the status of computer labs & media center computers on a daily basis
o Maintain and update Chrome carts for student use
o Maintain, update, and troubleshoot interactive whiteboards, panels, digital signage devices and projectors to ensure that they are functional.
o Ensure “test readiness” for standardized tests through updating carts and lab equipment
o Troubleshoot and/or replace Kronos hardware
o Maintain and troubleshoot location Marquee signs
o Troubleshoot and resolve minor wireless and network issues
o Install OS updates and patches on Apple, Chromebooks, and Windows based PC devices
o Install, configure, and support printing devices.
o Maintain accurate asset assignment in Nimbus and Incident IQ.
o Maintain work areas and workspaces, including MDF/IDF closets
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 as needed
o Meet with onsite vendors as required to support L3 teams
o Assist with deployment of new equipment
o 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 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
Other duties as assigned.

Contract Duration:
1 year (initial)

Option to extend annually - based on performance.

Skills and Qualifications:
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

Personal Attributes:
Must be punctual, present and visible throughout the workday
Creative, curious, analytical, enthusiastic and display strong attention to detail
Ability to work independently and effectively on tight deadlines, as necessary
Excellent command of English language
Exceptional customer service skills, including the ability to interact professionally with a
diverse group of customers
Positive and productive team player
Desire to learn new skills as technology evolves
Business casual attire (i.e., no sweat pants or jeans with holes; sneakers/basketball shoes
allowed)
Neat and clean appearance to include personal hygiene

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 analyst will work M-F. Hours may vary to accommodate the school hours for Elementary, Middle, High Schools, and special events. Field techs are required to retrieve parts or other items needed to resolve issues from the APS IT Warehouse at “1631 Lafrance Street NE.”

Leadership:
The Field Tech (Desk Side) Support Analyst will take day-to-day direction from the IT Specialist/Manager over their assigned cluster. The IT Specialist/Manager assigned to their region operates as the supervisor. He/she is responsible for providing regular updates and meeting the deadlines imposed by the district.

Schedule

Days

Monday Yes

Tuesday Yes

Wednesday Yes

Thursday Yes

Friday Yes

Saturday No

Sunday No

Hours/Day

8

Time Zone

EST

Shifts

Shift 1

Start Time

8:00 AM

End Time

5:00 PM

Job Type: Contract

Salary: $17.00 - $20.00 per hour

Expected hours: 40 per week

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: In person