Summary:

The Service Desk Analyst will work with a team of other service desk analysts, under the general supervision of a Service Desk Team Lead and the IT Service Operations Manager, who is responsible overall for the Service Desk operations. Depending on the proficiency and level of expertise, the Service Desk Analyst may be selected to be part of the level 2 support (within the service desk) to provide expert support to other Analysts for critical issues or applications.

Scope of Work/Key Responsibilities:

Monitor telephone system and take calls from APS users

Log all reported incidents, Fulfillment Requests (Service Requests) and attempt to resolve issues at 1st contact in accordance with established SLA’s

Escalate incidents to level 2 or level 3 support according to established processes and procedures

Track and follow-up on incidents escalated to technical teams to ensure issues are resolved promptly and closed

Remotely connect to user computers and assist with resolving issues as necessary.

Perform proactive support activities including but not limited to:

o Ensuring that antivirus software installed on all machines and scans are completed routinely.

o Update user and asset information in database (as necessary)

Provide support for APS IT projects (as needed)

Follow established processes and procedures.

Report to IT any suggestions that will improve process or make support easier or more efficient

Maintain exceptional customer service posture at ALL TIMES

Document work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposes

Record and submit checklists or other documentation as required

Skills and Qualifications:

3 years' work experience (minimum) … 5 years preferred:

HDICSR certification (or similar)preferred

Strong customer service skills

Prior experience with service desk support is a MUST

Prior experience working as a desk side support analyst is a plus

A Certification is a plus

Proficient in understanding of network, wireless support

Knowledge of best practice security standards and techniques is a plus

Microsoft Windows certification is a plus

ITIL experience/certification is a plus

Must have clean criminal record with the ability to pass finger-print background check

Must be authorized to work in the Unites States

Personal Attributes:

Creativity and strong attention to detail

Ability to work effectively on tight deadlines, as necessary

Excellent command of English language

Oral and written communication skills

Exceptional customer service skills, including the ability to interact professionally with a diverse group of customers

Ability to work under pressure and stay calm/focused when working with irate customers or users

Positive, productive team player

Desire to learn new skills and improve

Education/Training:

Minimum of Associate degree preferred

3 years’ experience in Service Desk support. Equivalent combination of education and experience will be considered.

Work:

This work will be completed on-site at the Atlanta Public Schools CLL Building located at 130 Trinity Avenue, Atlanta GA 30303. The service desk analyst would need to work in 1 of 3 shifts M, T, W, TH, F (between the hours of 7am – 5pm), except on district holidays.

Leadership:

The Service Desk Analyst will take day-to-day direction from the Service Desk Team Lead and the IT Service Operations Manager, who has overall responsibility for the Service Desk Operations. He/she will be responsible for providing regular updates as needed and meeting the deadlines imposed by the district.

Job Type: Contract

Pay: $13.00 - $16.00 per hour

Expected hours: 40 per week

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Help desk: 3 years (Required)
• ITIL: 1 year (Required)

Work Location: On the road