LanceSoft, Inc. · 4 months ago
School Support Field Technician
Atlanta, GA
Full-time
Onsite
Mid Level
$17/hr - $19.29/hr
3+ years expLanceSoft, Inc. is partnering with the Atlanta Public School System to fill the role of School Support Field Technician. This position focuses on providing first-line desk-side support at schools and administrative sites, diagnosing and resolving various technical issues to ensure effective technology support for teachers, staff, and students.
Information Technology
No H1B
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 Client IT Warehouse Perform other duties as assigned
Qualification
Required
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
Must pass a fingerprint background check
Must be authorized to work in the United States
Valid driver's license and reliable personal transportation required
Preferred
Familiarity with ticketing systems (Incident IQ) preferred
Experience in an educational environment is a plus
Minimum of an Associate degree (preferred)
Company
LanceSoft, Inc.
Established in 2000, LanceSoft is a pioneer in delivering top-notch Global Workforce Solutions and IT Services to a diverse clientele.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Ram Karuppusamy
Chairman & CEO
Simon Dealy
Chief Financial Officer
Company data provided by crunchbase