Job Details

Position: Field Tech (Desk Side) Support (Ref: 8100)
Location: Atlanta, GA 30303 United States
Duration: 1 Years 1 Months 26 Days - Contract
Openings: 3
Deadline: 05/14/2021
Pay Rate:Login

Description:

The Field Tech Support Analyst will be assigned to 1 or more locations. Work is directed by the Senior Field Support Tech for the assigned cluster to meet the operational needs.

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 administration team, Office staff, business managers and media specialists
• Arrive on-site timely
• Monitor assigned support tickets for assigned locations; troubleshoot and resolve issues reported
• Escalate complex issues to the senior technician for the assigned cluster as first point of contact
• Support a teaming environment with field support technicians at other within your assigned department and beyond
• Perform support activities including but not limited to:
o Proactively check the status of computer labs & media center computers daily
o Maintain and update Chrome carts for student use
o Checking Interactive Whiteboards (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 and Windows based PC devices
o Install and configure printing devices.
o Maintain accurate asset assignment in Nimbus
o Track hardware inventory through Gigatrak system
o Maintain work areas and workspaces, including MDF/IDF closets
o Coordinate removal of obsolete equipment as required
o Support printers and printing devices
o Meet with onsite vendors as required to support teams
o Assist with deployment of new equipment
o Check monitoring tools for any outages (wireless AP, switches, kronos clocks)
• Provide support for IT projects and AV events
• 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 IT Warehouse

Personal Attributes:

• 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

Required / Desired Skills

  • 3+ years of experience in field tech support. Equivalent combination of education and experience will be considered (Required 3 Years)
  • A+ (Required 2 Years)
  • Must have a driver’s license and dependable personal vehicle (Required 1 Years)
  • Communication skills both verbal and written (Required 1 Years)
  • Desk side support experience (Required 3 Years)
  • ITIL experience/certification (Required 1 Years)
  • Microsoft Windows Certification (Required 2 Years)
  • Minimum of Associate degree (preferred) (Desired 1 Years)
  • ITIL experience/certification (Desired 1 Years)

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