Helpdesk Analyst (A+ must)

InnoSoul•Atlanta, GA

1d•Onsite

About The Position

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. This role requires adherence to established standard operating procedures and service level agreements, maintaining exceptional customer service, and building strong relationships with school administration. The analyst will monitor support tickets, troubleshoot and resolve issues, and collaborate with Level 3 support and Subject Matter Experts. The role involves proactive checks of computer labs and media centers, maintaining Chrome carts, troubleshooting interactive whiteboards, panels, digital signage, and projectors, ensuring "test readiness" for standardized tests, troubleshooting and replacing Kronos hardware, maintaining and troubleshooting Marquee signs, resolving wireless and network issues, installing OS updates and patches on various devices, configuring and supporting printing devices, maintaining asset assignments in Nimbus and Incident IQ, managing work areas and MDF/IDF closets, coordinating equipment removal, supporting one-to-one student devices, meeting with vendors, assisting with new equipment deployment, monitoring for school outages, supporting IT projects and AV events, documenting all work, submitting required documentation, and attending mandatory professional development meetings. The analyst may also retrieve parts from the APS IT Warehouse and perform other assigned duties.

Requirements

A+ Certification
3+ years of work experience minimum
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
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

Nice To Haves

Microsoft Windows certification is a plus
ITIL experience/certification is a plus
Apple/Chromebooks/Windows OS experience
printing experience
Nimbus experience
Incident IQ experience
MDF/IDF experience
AV experience
K-12/School experience

Responsibilities

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: 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.