Technical Support Analyst

JOB_REQUIREMENTS

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Key Responsibilities:

Manage and administer the Google Chrome Management Console for all GDC/GCI 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 throughout the state of Georgia
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 2.0 Years Providing IT support or systems administration in an enterprise environment. Required 2.0 Years Proficiency with Google Admin Console, Chrome Management Console and Google workspace Required 2.0 Years Proficiency in Apple products and Mac support Required 2.0 Years Knowledge of network connectivity, Wi-Fi troubleshooting and endpoint security best practices Required 2.0 Years Experience supporting web-based applications and learning management systems (LMS) Required 2.0 Years

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