Technical Support Specialist

Our client, a premier North Atlanta-based organization in the education sector, is actively looking for a Technical Support Specialist to join their team in Sandy Springs, GA. This role is onsite so local candidates are required.

***This is a 6 month initial contract with potential for long-term extension or conversion based on performance***

In this role, you will provide on-site end-user computing support in a school environment including: investigating, troubleshooting, and resolving hardware, software, network, and instructional technology incidents. This will primarily entail providing Tier II level support!

Responsibilities

• Provide assistance to schools in troubleshooting IT technology in several learning locations, media centers, admin facilities, and support offices
• Manage service requests through the ticketing system, meeting Service Level Agreements (SLAs) including response time and resolution time
• Set up new devices, workstations, print stations, and assignments to default printers
• Communicate bi-directionally regarding status of IT incidents and planned IT initiatives (such as online testing) to the service desk, technical support coordinators and schools through the incident tracking software
• Assist with general maintenance to keep network running smothly and with on-site network-related repair requests with service desk personnel
• Maintain data catalogue of inventory and performs record keeping functions of hardware locations, assignments, quantities, types and required repairs-including start-up and end-of-year processes
• Document LAN wiring diagrams including: wiring closet identification, wiring closet equipment configuration, and wiring drop identification

Required Skills & Experience

• 5+ years of experience providing end-user support in an enterprise level organization in a Windows 10 and/or Mac environment (with exposure to WAN/LAN)
• Microsoft Certification (MCP, MCSE) or any desktop support certifications is ideal
• Understanding or and experience working with technology hardware, including desktop computers, laptops, tablets, smart phones, printers, projectors, smart boards, scanners, and digital cameras
• Experience using SCCM to create collections and push software
• Familiarity with IT support tools such as Active Directory, Remedy, or LANdesk
• Knowledge of 1 or more operations systems (Microsoft, Mac, or Linux)