14 Apr
Device Support Specialist
Georgia, Atlanta , 30301 Atlanta USA

Vacancy expired!

Role: Student Device Support Specialist

Location: Atlanta, GA

Duration: Initially 6 Months, can extend annually based on performance

Description:Responsible for Asset/Ticket Management and Hardware/Software resolution for multiple elementary schoolsProvide technical assistance to teachers and support staff while being cognizant of technological concerns and needs of the device’s owner while working on student device refresh projects that included laptops as well as iPads

Summary:The Student Device Support Specialist directly supports students to ensure they have the opportunity to engage in 21st Century LearningHe/she will be assigned to 1 or more schools or locationsThe number of assigned locations depends on the student enrollment and number of employeesHe/she will work under the supervision of the Digital Bridge Program Manager

Scope of Work/Key Responsibilities:Adhere to established standard operating procedures and service level agreements through the following: He/she is responsible for providing regular updates and meeting the deadlines imposedAlways maintain exceptional customer service postureBuild strong relationships with the school administration team, including but not limited to the Principal, Assistant Principal, Main Office staff, business managers, and media specialistsMonitor assigned support tickets for assigned locations; troubleshoot and resolve issues reportedEscalate complex issues to the senior technician for the assigned cluster as the first point of contactSupport a teaming environment with field support technicians at other schools within your assigned cluster and beyondPerform support activities including but not limited to:o Maintain and update Chrome carts for student useo Install OS updates and patches on Chrome, Apple and Windows-based PC deviceso Maintain accurate asset assignments in Asset Management Systemo Conduct bi-annual inventory of student deviceso Maintain work areas and workspaceso Coordinate removal of obsolete equipment as requiredo Serve as the first point of contact for Media Center Specialists/Technical Liaisons for one-to-one student deviceso Assist with planning, coordination, deployment & collection of student equipment\Document all work performed (and steps to resolve issues) at all times within the ticketing system for audit or knowledgebase purposesRecord and submit checklists or other documentation as required for upward reporting and accountabilityAttend mandatory monthly professional development meetingsRetrieve parts or other items needed to resolve issues from the APS IT WarehouseServes as a lead asset management specialist for schoolsEnsures Digital Bridge technical teams are following set processes & proceduresTechnical support liaison between Schools, Information & Instructional TechnologyWorks directly with break-fix vendor on receiving equipment and turning equipment over for repairs or re-distributionLiaison and Asset Management & Ticketing System ambassador for schoolsTrains and assists Digital Bridge Team members with Incident IQ asset management & ticketingWorks with School Field technicians on device support flow for existing assets outside of the 40,000 new student devices

Skills and Qualifications:Minimum of Associate degree (preferred)3+ years of experience in field tech supportA+ Certification a plusMicrosoft Windows certification is a plusITIL experience/certification is a plusStrong customer service skillsStrong oral and written communication skillsProficient in understanding network infrastructure and wireless supportPrior experience with desk-side support is a MUSTMust have a clean criminal record with the ability to pass a fingerprint background checkMust be authorized to work in the United StatesMust hold a valid driver's license and dependable personal vehicleAn equivalent combination of education and experience will be considered

Personal Attributes:Must be punctual, present, and visible throughout the workdayCreative, curious, analytical, enthusiastic and display strong attention to detailAbility to work independently and effectively on tight deadlines, as necessaryExcellent command of the English languageExceptional customer service skills, including the ability to interact professionally with a diverse group of customersPositive and productive team playerDesire to learn new skills as technology evolvesBusiness casual attire(i.e., no sweat pants or jeans with holes; sneakers/basketball shoes allowed)Neat and clean appearance to include personal hygiene

Vacancy expired!


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