Technical Support

About the role

Premier Atlanta-based organization is seeking 2 Windows Desktop Technical Support consultants for a long-term contract position. In this role, you will provide on-site end-user computing support including investigating, troubleshooting, and resolving hardware, software, network, and instructional technology incidents. 12+ months to start onsite in the College Park and Fairburn area.

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 (SLA) including response time and resolution time.
• 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 smoothly and with on-site network-related repair requests with service desk personnel.
• Document LAN wiring diagram including: wiring closet identification, wiring closet equipment configuration, and wiring drop identification.
• Set up new devices, workstations, print stations, and assignments to default printers.

Requirements

• A+ Certification is REQUIRED.
• 5+ years of providing end user support in an enterprise level organization, administering a Windows computing environment, or working with WAN/LAN environments.
• Windows 10, Office 365 and Active Directory experience required.
• Understanding of and experience working with technology hardware, including desktop computers, laptops, tablets, smart phones, printers, projectors, smart boards, scanners, and digital cameras.
• Knowledge of one or more operating systems, such as Microsoft, Mac, or Linux.
• Experience imaging using SCCM to create collections and push software.
• Familiarity with IT support tools, such as Active Directory, Remedy or LANdesk.
• Working knowledge of PC/LAN application software including word processing (MS Word), spreadsheets (MS Excel), E-Mail (MS Outlook) and Internet Browsers (Internet Explorer, Chrome, Safari).
• MUST have own reliable transportation to travel to different locations in Metro Atlanta. Mileage reimbursement available.

Qualifications

• Microsoft Certification (MCP or MCSE or any desktop support certifications) is a nice to have, not required.