Technical Support Analyst

Technical Support Analyst

  Not Disclosed

  Forsyth, GA

  7.0 Months

  Not Disclosed

  Not Disclosed

  Government - State

Job Description

Hybrid work schedule with three days in office and two days teleworking after a six-month training period.

Description:

Under direct supervision, provides management information system user support on a continuing basis either by phone or site visit. Troubleshoots end-user problems.

The client protects the public by operating secure facilities and providing opportunities for offender rehabilitation. The client is seeking a Technical Program Analyst. The position supports the needs of the client as well as facilities under the client.

The qualified candidate will be able to perform the following duties to include but not limited to analyzing, optimizing, and improving computer systems for the client’s Inmate Services. This position will be responsible to handle any break fix issues for hardware and software in this area. The candidate should also be able to assess, operate, test and repair equipment currently used by the client and its employees and students. This person should be highly motivated to identify program needs, document program process and procedures, participate in strategic planning meetings, and be able to work under limited to no supervision. A successful candidate will also have a strong background with new and emerging technologies as well as a strong background in computer information systems. The client is looking for someone with excellent verbal and written communication skills and must be a team player.

The qualified candidate is also responsible for administering, maintaining and supporting the Google chrome management console used across educational programs and instructional environments as well as the client. This position ensures seamless operation of Chromebook, chrome browser settings, user profiles and connected educational apps, while providing high quality technical assistance to staff. Responsibilities include setting up and maintaining users, groups, and resources. Ensure that the environment is secure and that the client data is protected. The qualified candidate is responsible for configuring and managing Google Workspace services such as Gmail, Drive, Docs, Sheets, Slides, Meet, Chat, Calendar, and more. In addition, the qualified candidate will be responsible for providing support to users and troubleshoot issues that arise with the Google Workspace environment.

Key Responsibilities:
Manage and administer the Google Chrome Management Console for all client devices and users including Gmail, Calendar, Group, Shared Mailboxes, Google Sties, and associated policy and account management.
Using information provided in the Admin Console, monitor every aspect of the Google Workspace domain. Major metrics to be tracked include but not limited to: Usage, User Status, Storage, Security and File Sharing.
Manage and monitor sync tools and schedules to ensure proper logging, email alerts, and reports for all activities.
Configure, deploy, and update Chromebooks, extensions and educational applications
Enforce device and user policies, including content filters, sign in restrictions, and security settings
Provide tier 1-2 technical support to teachers on Chrome OS and Google Workspace for education
Troubleshoot hardware, software and connectivity issues related to Chrome devices
Collaborate with instructional technology teams to ensure compatibility of digital learning tools
Maintain accurate inventory records for Chrome devices and peripherals
Document support procedures, user guides, and troubleshooting steps
Analyze support trends to recommend improvements in device management and user experience
Monitor system performance, updates and security compliance within the Chrome environment

Qualifications:
Associates or Bachelors degree in Information technology, Computer Science or related field (or equivalent experience)
2+ years of experience providing IT support or systems administration preferably in an educational setting
Hands on experience managing Google Workspace and Google Workspace for Education and Chrome OS devices

Technical Skills
Proficiency with Google Admin Console, Chrome Management Console and Google workspace
Proficiency in Apple products and Mac support
Familiarity with device imaging, policy configuration, and remote management tools
Knowledge of network connectivity, Wi-Fi troubleshooting and endpoint security best practices
Experience supporting web-based applications and learning management systems (LMS)

Soft Skills
Strong problem-solving skills
Ability to translate technical information into user friendly terms
Customer service mindset with patience and professionalism
Excellent organizational and documentation abilities
Strong communication skills

Preferred Qualifications
Google Certified IT Support Professional or Google Certified Administrator
Experience with large scale Chromebook deployments
Familiarity with content filtering tools and device compliance reporting

Working Conditions
Standard office and/or hybrid work environment
Travel is required
Occasional lifting of up to 25 lbs
Will be required to go into prison setting with escorts

Required / Desired Skills:

Skill - Required / Desired - Amount of Experience
Hands on experience managing Google Workspace and Google Workspace for Education and Chrome OS devices - Required - 2 Years
Providing IT support or systems administration in an enterprise environment. - Required - 2 Years
Proficiency with Google Admin Console, Chrome Management Console and Google workspace - Required - 2 Years
Proficiency in Apple products and Mac support - Required - 2 Years
Knowledge of network connectivity, Wi-Fi troubleshooting and endpoint security best practices - Required - 2 Years
Experience supporting web-based applications and learning management systems (LMS) - Required - 2 Years

Notes:
Hybrid work schedule with three days in office and two days teleworking after a six-month training period
Travel will be required.