Jpc - 453 - Support Analyst

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 the first bell
• Monitor assigned support tickets for assigned locations; troubleshoot and resolve issues reported
• Escalate complex issues to the senior technician for the assigned cluster as the 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:
  • Proactively check the status of computer labs & media center computers on a daily basis
  • Maintain and update Chrome carts for student use
  • Checking Interactive Whiteboards (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 and Windows-based PC devices
  • Install and configure printing devices.
  • Maintain accurate asset assignment in Nimbus
  • Track hardware inventory through the Gigatrak system
  • Maintain work areas and workspaces, including MDF/IDF closets
  • Coordinate removal of obsolete equipment as required
  • Support printers and printing devices
  • Serve as the 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 the 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