Requisition Details for: 56695

Requisition Details

Summary

Requisition ID : 56695

Requisition Name : Sr. Field Tech (Desk Side) Support Analyst

Customer : APS - IT

Quantity Requested : 1

Submission Deadline : 09/09/2022

Estimated Duration : 09/06/2022 - 06/30/2023

Pricing

Max Rate : USD 40.00 Per Hour

Expenses Allowed : Yes

Location

Position Location : Atlanta, GA

Address

130 Trinity Ave SW Atlanta, Georgia 30303-0000

Custom Fields

Description

Senior Field Tech (Desk Side) Support Analyst

Purpose:

The Atlanta Public School System is seeking the services of a Senior Field Tech (Desk Side) Support Analyst to provide advanced technical support to APS schools, administrative locations, and oversight of the Field Tech Support Team in the assigned cluster.

Summary:

The Senior Field Tech (Desk Side) Support Analyst will be assigned to 1 location. He/She will maintain oversight of the assigned cluster to ensure adherence to established SLAs and KPIs. He/she will work under the supervision of the APS School Support Specialists.

Scope of Work/Key Responsibilities:

• Perform all duties of Field Tech (Desk Side) Support Analysts
• Monitor assigned support tickets for assigned cluster; ensure tickets are resolved in adherence to SLA measurements
• Serve as the first point of escalation/contact to the Field Tech (Desk Side) Support Analysts
• Maintain weekly contact with school principals, assistant principals, business managers for all schools within the assigned cluster to ensure satisfaction of technical support
• Shift resources and prioritize tasks as required to meet deadlines and target completion dates
• Assist in training Field Tech Support Analysts through “train the trainer” approach
• Provide support for projects that may be running in the schools, to include providing directions for the Field Tech (Desk Side) Support Analyst teams, as needed
• Identify training needs for field support technicians within the assigned cluster
• 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
• Send weekly summary – using template - for assigned cluster to key members of leadership team (Principal, Assistant Principal, School Support Specialists, IT Director) for visibility of issues and accomplishments
• Drive “Day One” initiatives and documentation
• Drive testing support for schools
• Attend mandatory monthly professional development meetings
• Retrieve parts or other items needed to resolve issues from the APS IT Warehouse
• Provide support for IT projects and AV events in the assigned schools
• Provide QA and follow up with corrections to maintain a high level of service delivery for techs and vendors

Contract Duration:

• 1 year (initial)
• Option to extend annually - based on performance.

Skills and Qualifications:

5+ years' work experience (minimum)

• Minimum 2 years APS Field Tech (Desk Side) Support Analyst experience
• A+ Certification
• Proven track record of a high level of performance and high customer satisfaction
• Strong technical and analytical skills
• Strong customer service skills
• Strong oral and written communication skills
• Proficient in understanding network 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 with dependable personal vehicle

Personal Attributes:

• Strong leadership skills
• Must be punctual, present and visible throughout the work day
• 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)
• 5+ years’ 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.

Sr. Field Tech (Desk Side) Support Analysts are required to retrieve parts or other items needed to resolve issues from the APS IT Warehouse at “1631 Lafrance Street NE.”

Leadership:

The Sr. Field Tech (Desk Side) Support Analysts will take day-to-day direction from the School Support Specialist assigned to their region. He/she may be responsible for direction of other Field Tech (Desk Side) Support Analysts during routine project assignments to ensure teams are performing assigned tasks and will meet communicated deadlines. He/she will be responsible for providing regular updates and meeting the deadlines imposed by the district.

Submissions:

• Candidate Resume/profile

**Note - created only to fill with current Field Techs moving up a position

Schedule

Days : Monday Yes Tuesday Yes Wednesday Yes Thursday Yes Friday Yes Saturday No Sunday No

Hours/Day : 8

Time Zone : EST

Qualifications