Analyst, Windows 10 Job Description Only those lawfully authorized to work in the designated country associated with the position will be considered. Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client s business needs and requirements.
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. 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 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: o Proactively check the status of computer labs & media center computers on a daily basiso Maintain and update Chrome carts for student useo Maintain, update, and troubleshoot interactive whiteboards, panels, digital signage devices and projectors to ensure that they are functional.
o Ensure test readiness for standardized tests through updating carts and lab equipmento Troubleshoot and/or replace Kronos hardwareo Maintain and troubleshoot location Marquee signso Troubleshoot and resolve minor wireless and network issueso Install OS updates and patches on Apple, Chromebooks, and Windows based PC deviceso Install, configure, and support printing devices.
o Maintain accurate asset assignment in Nimbus and Incident IQ. o Maintain work areas and workspaces, including MDF/IDF closetso Coordinate removal of obsolete equipment as requiredo Serve as first point of contact for Media Center Specialists/Technical Liaisons for one- to-one student devices as neededo Meet with onsite vendors as required to support L3 teamso Assist with deployment of new equipmento Check monitoring tools for any school outages (wireless AP, switches, kroon's 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. 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 fingerprint background check Must be authorized to work in the United States Must hold a valid driver's license and dependable personal vehicle Personal Attributes: Must be punctual, present and visible throughout the workday 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 sweatpants or jeans with holes; sneakers/basketball shoes allowed) Neat and clean appearance to include personal hygiene Education/Training: Minimum of associate degree (preferred) 3+ years of experience in field tech support.
Equivalent combination of education and experience will be considered. Qualification Skills Languages A+ Novice (1-3 Years) Yes Skills Others Desk Side Support Prior experience with desk side support is a MUST Novice (1-3 Years) Yes Skills Others Work Experience 3+ years of work experience minimum Novice (1-3 Years) Yes Skills Others Communication skills both verbal and written Proficient (4-6 Years) Yes Skills Tools Microsoft Office Professional Proficient (4-6 Years) Yes Benefits: For information and details on employment benefits offered with this position, please visit here.
Should you have any questions/concerns, please contact our HR Department via our secure website. California Pay Equity: For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here. Associated topics: help desk, patient, service, technical, technical support, technical support specialist, technician, technician i, technician iii, technology
