Role Overview
This position supports a network of charter schools in Atlanta by providing hands-on technical assistance and ensuring reliable technology performance across campuses. As the on-site point of contact, you will resolve hardware and software issues, maintain equipment, and serve as a bridge between school staff and the remote IT support team based in India.
Key Responsibilities
- Lead on-site resolution of technical problems affecting workstations, network infrastructure, and connected devices.
- Install, configure, and repair computing systems, networking hardware, and peripherals as needed.
- Diagnose technical issues systematically to determine root causes and implement effective solutions.
- Collaborate with project teams on technology initiatives when required, contributing operational insights.
- Act as the primary liaison between local school operations and the remote IT service desk, ensuring accurate and timely exchange of technical details.
- Document issues and troubleshooting steps thoroughly to support remote diagnosis and long-term knowledge sharing.
- Maintain consistent communication with the remote team to coordinate issue resolution and escalate when necessary.
- Stay informed about emerging technologies and evolving best practices relevant to educational environments.
- Report progress, challenges, and upcoming tasks clearly and promptly to school stakeholders.
- Listen carefully to user feedback and respond with appropriate technical and interpersonal follow-up.
- Build trust through consistent, professional service and by aligning technology support with institutional goals.
- Follow up after issue resolution to confirm satisfaction and ensure lasting functionality.
- Uphold high standards of written communication, particularly in email correspondence, with attention to clarity and accuracy.
- Respond to internal and client messages within two hours during business hours, per communication guidelines.
- Log time spent on tasks accurately using ConnectWise Manage.
- Update ticket statuses regularly with clear, concise notes to support team coordination.
- Follow established procedures for ticket management, including creation, assignment, and closure within ConnectWise Manage.
- Review upcoming tickets daily before shift end to prepare for the following day’s responsibilities.
Required Qualifications
Candidates must demonstrate strong problem-solving skills, a commitment to client service, and experience supporting technology in real-world environments. Proven ability to manage on-site technical operations, communicate clearly with both technical and non-technical audiences, and maintain detailed records is essential. Familiarity with ConnectWise Manage for time tracking and ticketing is required. This is an on-site role based in Atlanta, GA, with no remote option.
