Job Title: Deskside Support Analyst Contract Duration: 1 year (initial) Option to extend annually - based on performance. Job Location: Atlanta, Georgia 30303 **THIS IS AN ON-SITE POSITION**
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.
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
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 workspaces, 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 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.
Summary:
The Field Tech Support Analyst 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 IT Specialist/Manager for the assigned cluster to meet the operational needs of the assigned school.
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
Work:
This work will be completed on-site at any of the lient 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.
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.
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer.
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $15.00/hr.
