Technical Support Analyst

Key Responsibilities :

Manage and administer the Google Chrome Management Console for all GDC / GCI devices and users including Gmail, Calendar, Group 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

Skill

Required / Desired

Amount

Actual Experience

Hands on experience managing Google Workspace and Google Workspace for Education and Chrome OS devices

Required

Years

Providing IT support or systems administration in an enterprise environment.

Required

Years

Proficiency with Google Admin Console, Chrome Management Console and Google workspace

Required

Years

Proficiency in Apple products and Mac support

Required

Years

Knowledge of network connectivity, Wi-Fi troubleshooting and endpoint security best practices

Required

Years

Experience supporting web-based applications and learning management systems (LMS)

Required

Years