Information Technology Support Technician

DRS IT Solutions; Atlanta (GA); On-site; USD 42,000 - 64,000; Full time

Job summary

DRS IT Solutions seeks a School Support Field Technician to support multiple schools, maintain Chromebooks, interactive whiteboards, and lab devices, and ensure reliable technology services for students and staff. This is an on-site role based in Atlanta, GA with travel to district sites as needed.

You will work under the IT Manager and Lead Field Technician, resolve tickets in Incident IQ, collaborate with school leaders, and adhere to SOPs and SLAs while delivering strong customer service and

Qualifications

• 3+ years of work experience minimum.
• A+ Certification REQUIRED.
• Strong customer service skills.
• Strong oral and written communication skills.
• Prior experience with desk-side and break/fix support is a MUST.
• Prior mobile device support experience: Chromebooks, iPads, macOS, and iOS is a MUST.
• Familiarity with ticketing systems (Incident IQ) preferred.
• Experience in an educational environment is a plus.
• Must pass a fingerprint background check.
• Must be authorized to work in the United States.
• Valid driver's license and reliable transportation required.

Responsibilities

• Maintain exceptional customer service posture at ALL TIMES.
• Build and maintain strong relationships with school leadership and staff.
• Arrive at the school no less than 30 minutes before the first bell.
• Monitor support tickets and troubleshoot issues.
• Collaborate with Level 3 support and Subject Matter Experts to resolve advanced issues.
• Escalate complex issues to the Lead Field Technician or IT Manager.
• Support a team environment with field technicians across schools.
• Assist with deployment of new equipment.
• Check monitoring tools for outages and IT projects at assigned schools.

Skills

Strong customer service

Strong oral and written communication

Desk-side support

Break/fix support

Mobile device support (Chromebooks, iP

Networking basics

Education

Associate degree (preferred)

A+ Certification

Tools

Incident IQ

Job description

Candidate must be a US Citizen - Local to Atlanta, GA, Willing to work on 1099

THIS IS AN ON-SITE POSITIONSchool Support Field Technicians

JOB DESCRIPTION

School Support Field Technician

Summary:

School Support Field Technicians are assigned to one or more schools and district locations based on student enrollment and staffing levels. Work is directed by the Lead Field Technician and IT Manager to meet operational needs. The Field Technician will collaborate closely with school leaders, administrative staff, and technology teams to ensure effective and reliable technology support.

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 and maintain strong relationships with school leadership and staff (Principals, Assistant Principals, Main Office staff, School Business Managers, Media Specialists)

Arrive at the school no less than 30 minutes before the first bell

Monitor assigned support tickets for assigned locations; troubleshoot and resolve issues reported

Work with Level 3 support and specialized Subject Matter Experts to resolve advanced technical issues.

Escalate complex issues to the Lead Field Technician or IT Manager as a 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:

• Maintain and update Chromebook carts for student use
• Maintain, update, and troubleshoot interactive whiteboards, panels, and digital signage devices to ensure that they are functioning
• Proactively check the status of computer labs & media center computers daily
• Ensure standardized test readiness by updating laptop carts and lab equipment
• Troubleshoot and/or replace Kronos hardware
• Maintain and troubleshoot the 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 Incident IQ.
• Maintain clean work areas and workspaces, including MDF/IDF closets
• Coordinate removal of obsolete equipment as required
• Collaborate with the school’s designated Technology Point of Contact (POC) to support the one-to-one student device program.
• 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 at assigned schools

Document all tickets, troubleshooting steps, and resolutions in Incident IQ for accountability, audits, and knowledge base development.

Record and submit checklists or other documentation as required for upward reporting and accountability

Attend mandatory monthly professional development meetings

Retrieve and return parts, devices, and other items as needed from and to the APS IT Warehouse

Perform other duties as assigned.

Contract Duration:

1 year (initial)

Option to extend annually - based on performance.

Skills and Qualifications:

3+ years of work experience minimum

A+ Certification REQUIRED

Strong customer service skills

Strong oral and written communication skills

Prior experience with desk-side and break/fix support is a MUST

• Prior mobile device support experience: Chromebooks, iPads, macOS, and iOS is a MUST
• Proficient in understanding network infrastructure and wireless support

Familiarity with ticketing systems (Incident IQ) preferred

Experience in an educational environment is a plus

Must pass a fingerprint background check

Must be authorized to work in the United States

Valid driver's license and reliable personal transportation required

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

Education/Training:

Minimum of an Associate degree (preferred)

• A+ Certification

Minimum of 3 years of continuous hands-on work experience in IT Field Support, including troubleshooting hardware, software, and network issues.