Service Desk Analyst I

Help Desk / Service Desk Support Analyst I

Provides frontline Tier-1 technical support within a K–12 public school district environment for teachers, administrators, support staff, students, and families. This role serves as the primary first point of contact for technology-related incidents and service requests, focusing on customer service, issue resolution, and user enablement. The Tier 1 Analyst is responsible for resolving common technical issues, documenting support interactions, utilizing remote support tools, and escalating unresolved issues to higher support tiers when appropriate. This position requires a customer-focused, solutions-oriented professional who can communicate effectively with both technical and non-technical users while supporting district technology operations in a fast-paced educational environment.

Key Responsibilities

• Provide Tier-1 support through phone, email, chat, walk-up, and remote support channels
• Receive, log, categorize, prioritize, troubleshoot, and resolve technical incidents and standard service requests
• Deliver professional and customer-focused technical support to district staff, students, and families
• Utilize remote support tools to diagnose and resolve hardware, software, password, account, printing, classroom technology, and connectivity issues
• Maintain accurate and detailed ticket documentation including troubleshooting steps, resolution notes, and customer communication
• Escalate unresolved or complex incidents to Tier-2 or specialized support teams following established procedures
• Monitor and respond to support requests within established service level expectations
• Assist with password resets, account unlocks, Single Sign-On (SSO), and basic identity management support
• Support district classroom technology, end-user devices, audio-visual equipment, and instructional applications
• Create and update knowledgebase articles and support documentation for common issues
• Support district self-service initiatives and user education efforts
• Participate in collaborative troubleshooting, support swarming, and operational support activities
• Identify recurring incidents and communicate trends to leadership and technical teams
• Follow district policies related to cybersecurity, data privacy, acceptable use, and student information confidentiality
• Support district technology rollouts, seasonal projects, and operational initiatives as assigned

Key Skills & Qualifications

• Strong customer service, communication, and interpersonal skills
• Ability to support diverse users in a K–12 educational environment
• Strong troubleshooting and problem-solving abilities
• Ability to explain technical concepts clearly to non-technical users
• Experience working within structured support and escalation processes
• Ability to multitask and manage competing priorities in a fast-paced environment
• Strong organizational and documentation skills
• Ability to work collaboratively with technical teams, instructional staff, and district departments
• Awareness of cybersecurity and student data privacy best practices
• Willingness to learn new technologies, support tools, and operational processes

Experience

• Minimum 1–3 years of experience in Help Desk, Service Desk, technical support, customer support, or related IT support roles required
• Experience supporting K–12 education, public sector, healthcare, or enterprise users preferred
• Experience supporting classroom technology or instructional applications preferred
• Entry-level certifications such as CompTIA A+, Google IT Support, or Microsoft Fundamentals preferred

Technical Requirements

• Experience using IT Service Management (ITSM) and ticketing systems such as ServiceNow, Freshservice, Jira Service Management, IIQ, or equivalent
• Experience using remote support and remote desktop tools
• Working knowledge of Windows operating systems, Microsoft 365, Google Workspace, and common productivity tools
• Familiarity with printers, wireless connectivity, classroom technology, and end-user devices
• Basic understanding of networking, audio-visual systems, and device troubleshooting
• Familiarity with knowledgebase platforms and self-service portals preferred
• Understanding of incident, request, and escalation management processes
• Proficiency with Microsoft Office Suite, Microsoft Teams, SharePoint, and collaboration platforms

Operational Expectations

• Expected to provide timely, professional, and customer-focused technical support
• Must maintain accurate ticket documentation and support records
• Expected to follow district support procedures, escalation standards, and compliance requirements consistently
• Supports district knowledge management and self-service initiatives through documentation updates
• Expected to contribute to customer satisfaction and service quality goals
• Must maintain professionalism and confidentiality while supporting students, staff, and district systems
• May assist with emergency support activities, district initiatives, and operational projects when required

Location Requirements

Candidate must be local or willing to commute or relocate. - Candidate Must Be Local

Additional Location Details (City, State) : - Atlanta, GA

Background Verification

Upon candidate selection: - APS will place notification on the proposal providing detailed instructions for additional live scan fingerprinting and next steps.

Agency Certification(s)

Please read and understand the following statement carefully: - I understand that a person who enters into an agreement in restraint of trade or in restraint of free and open competition in any transaction with the state may, upon conviction thereof, be punished by imprisonment for not less than one nor more than five years pursuant to OCGA 16-10-22. I further agree that when there is a prior agreement or understanding between a vendor and a state agency or state employee regarding the acceptance of any offer, such conduct is collusive, fraudulent and in restraint of trade and in restraint of free and open competition on the part of both the vendor and the state agency or state employee.