Hybrid Technical Support Analyst

at COVENTEK, INC.

• Job title: Technical Support Analyst
• Job type: Contract
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, Atlanta, United States

About the role

• Technical Support Analyst for GDC's Inmate Services managing Google Chrome Management and providing IT support. Handling hardware issues, collaborating with instructional teams, and ensuring system compliance.

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

Requirements

• 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• 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)• 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

Benefits

• Mileage Re-imbursement: - If going to a correctional facility, expensing mileage will be allowed. - Going to one of the sites (Decatur or Forsyth) for regular work, mileage re-imbursement will NOT be allowed.