IT Support Field Technician

DRS IT Solutions Inc; Atlanta (GA); On-site; USD 52,000 - 75,000; Full time

Job summary

DRS IT Solutions, Inc. seeks a School Support Field Technician to provide direct on-site desk-side IT support for APS schools and administrative sites in the Atlanta area.

You will diagnose hardware, software, and network issues, maintain equipment like Chromebooks and interactive boards, document actions in Incident IQ, and collaborate with Level 3 support and the IT leadership to meet SLAs and school needs.

Qualifications

• 3+ years of work experience required.
• A+ Certification required.
• Experience with desk-side and break/fix support.
• Mobile device support for Chromebooks/iPads/macOS/iOS is a MUST.
• Knowledge of network infrastructure and wireless support.
• Pass fingerprint background check and be authorized to work in the United States.
• Valid driver’s license and reliable transportation.

Responsibilities

• Provide on-site desk-side support at APS schools and sites.
• Troubleshoot hardware, software, and network issues.
• Maintain Chromebook carts and interactive boards.
• Document all tickets and resolutions in Incident IQ.
• Collaborate with Level 3 support and IT leadership to meet SLAs.
• Attend monthly professional development meetings.

Skills

3+ years experience

A+ Certification

Desk-side support

Mobile device support

Networking & WLAN

Incident IQ familiarity

Clear communication

Education

Associate degree (preferred)

A+ Certification

Tools

Incident IQ

Job description

Talent Acquisition Specialist at DRS IT Solutions Inc

Candidate must be a US Citizen, local to Atlanta, GA & Willing to work in 1099.

Purpose:

The Atlanta Public School System (APS) invites applications for the role of School Support Field Technician. This position focuses on direct, first-line desk-side support at APS schools and administrative sites. Successful candidates will serve as a vital link to teachers, staff, and students, diagnosing and resolving hardware, software, and network issues.

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 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
• 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
• 3+ years of experience in field tech support. An equivalent combination of education and experience will be considered

Work:

This work will be completed on-site at any of the Atlanta Public Schools locations or other buildings (depending on the event) in the metro Atlanta area. The analyst will work M-F. Hours may vary to accommodate school hours for elementary, middle, and high schools, and special events. Field Techs are required to retrieve parts or other items needed to resolve issues from the APS IT Warehouse at 1631 Lafrance Street NE.

Leadership:

The School Support Field Technician will take day-to-day direction from the Lead Field Technician or the IT Manager. The School Support Field Technician provides regular updates, meets deadlines, and follows established district service-level agreements (SLAs).

Best Regards, DRS IT Solutions, Inc 28175 Haggerty Road, Novi, MI 48377 (C) 248-440-7600 EXT -3