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ITIL A+ Certification Customer Service Skills Work Independently And Perform Job Wi
 
Requirement id 93332
Job title Analyst
Job location in Atlanta, GA
Skills required Desk Side Support Analyst, Good Oral And Written Communication Skills, ITIL, A+ Certification Customer Service Skills
Open Date 04-Jun-2019
Close Date
Job type Contract
Duration 13 Months
Compensation DOE
Status requirement ---
Job interview type ---
   Email Recruiter: coolsoft
Job Description Analyst: Desk Side Support Analyst, Good Oral And Written Communication Skills, ITIL, A+ Certification Customer Service Skills

Start Date : 06/17/2019
End Date : 06/30/2020
Submission Dead Line : 06/21/2019
Client Info : APS - IT

Description :


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 Senior Field Support Tech for the assigned cluster to meet the operational needs of the assigned school. He/she will work under the supervision of the APS IT School Support Specialists.

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
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 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 Gigatrak system
Maintain work areas and work spaces, including MDF/IDF closets
Coordinate removal of obsolete equipment as required
Support printers and printing devices
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

Contract Duration:

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

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
 
Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 93332 while calling.
 
Other jobs in GA: Alpharetta (12), Atlanta (37), Conyers (2), Downtown Atlanta (1), Dublin (1), Duluth (5), Dunwoody (4), Lawrenceville (2), Norcross (4),
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(Analyst: Desk Side Support Analyst, Good Oral And Written Communication Skills, ITIL, A+ Certification Customer Service Skills in Atlanta, GA)
     
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