Field Support Technician

School Support Field TechnicianSchool 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:Maintain exceptional customer service posture at ALL TIMESBuild 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 bellMonitor assigned support tickets for assigned locations; troubleshoot and resolve issues reportedWork 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 contactSupport a teaming environment with field support technicians at other schools within your assigned cluster and beyondPerform support activities, including but not limited to:Maintain and update Chromebook carts for student useMaintain, update, and troubleshoot interactive whiteboards, panels, and digital signage devices to ensure that they are functioningProactively check the status of computer labs & media center computers dailyEnsure standardized test readiness by updating laptop carts and lab equipmentTroubleshoot and/or replace Kronos hardwareMaintain and troubleshoot the location Marquee signsTroubleshoot and resolve minor wireless and network issuesInstall OS updates and patches on Apple, Chromebooks, and Windows-based PC devicesInstall, configure, and support printing devices.Maintain accurate asset assignment in Incident IQ.Maintain clean work areas and workspaces, including MDF/IDF closetsCoordinate removal of obsolete equipment as requiredCollaborate 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 teamsAssist with deployment of new equipmentCheck monitoring tools for any school outages (wireless AP, switches, Kronos clocks)Provide support for IT projects and AV events at assigned schoolsDocument 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 accountabilityAttend mandatory monthly professional development meetingsRetrieve 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 minimumA+ Certification REQUIREDStrong customer service skillsStrong oral and written communication skillsPrior experience with desk-side and break/fix support is a MUSTPrior mobile device support experience: Chromebooks, iPads, macOS, and iOS is a MUSTProficient in understanding network infrastructure and wireless supportFamiliarity with ticketing systems (Incident IQ) preferredExperience in an educational environment is a plusMust pass a fingerprint background checkMust be authorized to work in the United StatesValid driver's license and reliable personal transportation requiredEducation/Training:Minimum of an Associate degree (preferred)A+ Certification3+ years of experience in field tech support. An equivalent combination of education and experience will be consideredWork: 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).