Field Support Technician
Location: Atlanta, GA
Duration: 12+months
Client: APS-IT
**THIS IS AN ON-SITE POSITION**
Summary: School Support Field Technicians are assigned to one or more schools and district locations based on student enrollment and staffing levels. Work is directed by the Lead Field Technician and IT Manager to meet operational needs. The Field Technician will collaborate closely with school leaders, administrative staff, and technology teams to ensure effective and reliable technology support. 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 and maintain strong relationships with school leadership and staff (Principals, Assistant Principals, Main Office staff, School Business Managers, Media Specialists)
- Arrive at the school no less than 30 minutes before the first bell
- Monitor assigned support tickets for assigned locations; troubleshoot and resolve issues reported
- Work with Level 3 support and specialized Subject Matter Experts to resolve advanced technical issues.
- Escalate complex issues to the Lead Field Technician or IT Manager as a 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:
- o Maintain and update Chromebook carts for student use
- o Maintain, update, and troubleshoot interactive whiteboards, panels, and digital signage devices to ensure that they are functioning
- o Proactively check the status of computer labs & media center computers daily
- o Ensure standardized test readiness by updating laptop carts and lab equipment
- o Troubleshoot and/or replace Kronos hardware
- o Maintain and troubleshoot the location Marquee signs
- o Troubleshoot and resolve minor wireless and network issues
- o Install OS updates and patches on Apple, Chromebooks, and Windows-based PC devices
- o Install, configure, and support printing devices.
- o Maintain accurate asset assignment in Incident IQ.
- o Maintain clean work areas and workspaces, including MDF/IDF closets
- o Coordinate removal of obsolete equipment as required
- o Collaborate with the school’s designated Technology Point of Contact (POC) to support the one-to-one student device program.
- o Meet with onsite vendors as required to support L3 teams
- o Assist with deployment of new equipment
- o Check monitoring tools for any school outages (wireless AP, switches, Kronos clocks)
- Provide support for IT projects and AV events at assigned schools
- Document all tickets, troubleshooting steps, and resolutions in Incident IQ for accountability, audits, and knowledge base development.
- Record and submit checklists or other documentation as required for upward reporting and accountability
- Attend mandatory monthly professional development meetings
- Retrieve and return parts, devices, and other items as needed from and to the APS IT Warehouse Perform other duties as assigned.
Skills and Qualifications:
- 3+ years of work experience minimum
- A+ Certification REQUIRED
- Strong customer service skills
- Strong oral and written communication skills
- Prior experience with desk-side and break/fix support is a MUST
- Prior mobile device support experience: Chromebooks, iPads, macOS, and iOS is a MUST
- Proficient in understanding network infrastructure and wireless support
- Familiarity with ticketing systems (Incident IQ) preferred
- Experience in an educational environment is a plus
- Must pass a fingerprint background check
- Must be authorized to work in the United States
- Valid driver's license and reliable personal transportation required
Education/Training:
- Minimum of an Associate degree (preferred)
- A+ Certification
- 3+ years of experience in field tech support. An 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 the event) in the metro Atlanta area. The analyst will work M-F. Hours may vary to accommodate school hours for elementary, middle, and high schools, and special events. Field Techs are required to retrieve parts or other items needed to resolve issues from the APS IT Warehouse at 1631 Lafrance Street NE.
Leadership: The School Support Field Technician will take day-to-day direction from the Lead Field Technician or the IT Manager. The School Support Field Technician provides regular updates, meets deadlines, and follows established district service-level agreements (SLAs).