Role: Student Device Support SpecialistLocation: Atlanta, GADuration: Initially 6 Months, can extend annually based on performance Description: Responsible for Asset/Ticket Management and Hardware/Software resolution for multiple elementary schools Provide technical assistance to teachers and support staff while being cognizant of technological concerns and needs of the device’s owner while working on student device refresh projects that included laptops as well as iPads Summary: The Student Device Support Specialist directly supports students to ensure they have the opportunity to engage in 21st Century Learning He/she will be assigned to 1 or more schools or locations The number of assigned locations depends on the student enrollment and number of employees He/she will work under the supervision of the Digital Bridge Program Manager Scope of Work/Key Responsibilities: Adhere to established standard operating procedures and service level agreements through the following: He/she is responsible for providing regular updates and meeting the deadlines imposed Always maintain exceptional customer service posture 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 Monitor assigned support tickets for assigned locations; troubleshoot and resolve issues reported Escalate complex issues to the senior technician for the assigned cluster as the 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: o Maintain and update Chrome carts for student use o Install OS updates and patches on Chrome, Apple and Windows-based PC devices o Maintain accurate asset assignments in Asset Management System o Conduct bi-annual inventory of student devices o Maintain work areas and workspaces o Coordinate removal of obsolete equipment as required o Serve as the first point of contact for Media Center Specialists/Technical Liaisons for one-to-one student devices o Assist with planning, coordination, deployment & collection of student equipment\ Document all work performed (and steps to resolve issues) at all times within the 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 APS IT Warehouse Serves as a lead asset management specialist for schools Ensures Digital Bridge technical teams are following set processes & procedures Technical support liaison between Schools, Information & Instructional Technology Works directly with break-fix vendor on receiving equipment and turning equipment over for repairs or re-distribution Liaison and Asset Management & Ticketing System ambassador for schools Trains and assists Digital Bridge Team members with Incident IQ asset management & ticketing Works with School Field technicians on device support flow for existing assets outside of the 40,000 new student devices Skills and Qualifications: Minimum of Associate degree (preferred) 3+ years of experience in field tech support A+ Certification a plus Microsoft Windows certification is a plus ITIL experience/certification is a plus 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 Must have a clean criminal record with the ability to pass a fingerprint background check Must be authorized to work in the United States Must hold a valid driver's license and dependable personal vehicle An equivalent combination of education and experience will be considered 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 the 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
