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DRS IT Solutions Inc · 1 day ago

IT Support Technician

Atlanta, GA

Contract

Onsite

Mid Level

3+ years exp

DRS IT Solutions Inc is looking for a School Support Field Technician to provide direct, first-line desk-side support at Atlanta Public Schools. The role involves diagnosing and resolving hardware, software, and network issues while collaborating with school leaders and IT teams to ensure effective technology support.

Business DevelopmentInformation TechnologySoftware

No H1B

U.S. Citizen Only

Hiring Manager

Nisha George

Responsibilities

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:

Maintain and update Chromebook carts for student use

Maintain, update, and troubleshoot interactive whiteboards, panels, and digital signage devices to ensure that they are functioning

Proactively check the status of computer labs & media center computers daily

Ensure standardized test readiness by updating laptop carts and lab equipment

Troubleshoot and/or replace Kronos hardware

Maintain and troubleshoot the location Marquee signs

Troubleshoot and resolve minor wireless and network issues

Install OS updates and patches on Apple, Chromebooks, and Windows-based PC devices

Install, configure, and support printing devices

Maintain accurate asset assignment in Incident IQ

Maintain clean work areas and workspaces, including MDF/IDF closets

Coordinate removal of obsolete equipment as required

Collaborate with the school’s designated Technology Point of Contact (POC) to support the one-to-one student device program

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 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

Qualification

A+ CertificationDesk-side supportMobile device supportNetwork infrastructureCustomer service skillsTicketing systemsEducational environment experienceCommunication skills