Field Tech (Desk Side) Support Analyst - Ampcus Incorporated

Field Tech (Desk Side) Support Analyst

Summary:
The Field Tech Support Analyst will be assigned to 1 or more schools or locations. The number of assigned locations depends on the student enrollment and number of employees. Work is directed by the IT Specialist/Manager for the assigned cluster to meet the operational needs of the assigned school.

Scope of Work/Key Responsibilities:

• Adhere to established standard operating procedures and service level agreements through the following:
• Maintain exceptional customer service posture at ALL TIMES
• Build strong relationships with the school administration team, including but not limited to the Principal, Assistant Principal, Main Office staff, business managers and media specialists
• Arrive at the school no less than 30 minutes prior to first bell
• Monitor assigned support tickets for assigned locations; troubleshoot and resolve issues
• reported
• Work with Level 3 support and specialized Subject Matter Expects to resolve advanced technical issues.
• Escalate complex issues to the IT Specialist/Manager for the assigned cluster as 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:
  • Proactively check the status of computer labs & media center computers on a daily basis
  • Maintain and update Chrome carts for student use
  • Maintain, update, and troubleshoot interactive whiteboards, panels, digital signage devices and projectors to ensure that they are functional.
  • Ensure “test readiness” for standardized tests through updating carts and lab equipment
  • Troubleshoot and/or replace Kronos hardware
  • Maintain and troubleshoot 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 Nimbus and Incident IQ.
  • Maintain work areas and workspaces, including MDF/IDF closets
  • Coordinate removal of obsolete equipment as required
  • Serve as first point of contact for Media Center Specialists/Technical Liaisons for one- to-one student devices as needed
  • 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 in the assigned schools
• Document all work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposes
• Record and submit checklists or other documentation as required for upward reporting and accountability
• Attend mandatory monthly professional development meetings
• Retrieve parts or other items needed to resolve issues from the Client IT Warehouse
• Other duties as assigned.

Skills and Qualifications:

• 3+ years of work experience minimum
• A+ Certification
• Strong customer service skills
• Strong oral and written communication skills
• Proficient in understanding network infrastructure and wireless support
• Prior experience with Desk Side support is a MUST
• Microsoft Windows certification is a plus
• ITIL experience/certification is a plus
• Must have clean criminal record with the ability to pass fingerprint background check
• Must be authorized to work in the United States
• Must hold a valid driver's license and dependable personal vehicle
• Personal Attributes:
• Must be punctual, present and visible throughout the workday
• Creative, curious, analytical, enthusiastic and display strong attention to detail
• Ability to work independently and effectively on tight deadlines, as necessary
• Excellent command of English language
• Exceptional customer service skills, including the ability to interact professionally with a
• diverse group of customers
• Positive and productive team player
• Desire to learn new skills as technology evolves
• Business casual attire (i.e., no sweat pants or jeans with holes; sneakers/basketball shoes
• allowed)
• Neat and clean appearance to include personal hygiene

Education/Training:

• Minimum of Associate degree (preferred)
• 3+ years of experience in field tech support. Equivalent combination of education and experience will be considered.

For more information please contact Priya Jagtap at (703) 574-1407 or priya.jagtap@itechsolutions.com

Since 1995, iTech Solutions Inc., has been providing IT Consulting and Direct Hire Services to the Insurance, Financial, Communications, Manufacturing  and Government sectors with local offices in Connecticut, Minnesota, Colorado,  Massachusetts, Tennessee, North Carolina, and New Jersey / Pennsylvania area. 

Our recruiting strategy is simple, if you want to find qualified IT professionals then use IT professionals to find them.   So at iTech Solutions,  our personnel are all career IT professionals with a wide range of IT experience.  We can honestly say our staff understands the technologies, the complexities of finding and selecting the appropriate personnel and the pressures of running successful IT projects.  

Employer will not sponsor applicants for any employment visas, at hiring or in the future, including but not limited to H-1B visas. Corp-to-Corp or subcontract personnel will not be considered for this position.