Technical Support Analyst

Job Description

Job Description

Description :

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

Troubleshoots end-user problems.

Protects the public by operating secure facilities and providing opportunities for offender rehabilitation.

Seeking a Technical Program Analyst within the Office of Information Technology (OIT).

The position supports the needs of the State Offices South (Tift Campus) location as well as facilities under Georgia Correctional Industries (GCI)

The qualified candidate will be able to perform the following duties to include but not limited to analyzing, optimizing, and improving computer systems for 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 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.

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 GCI.

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 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.

Manage and administer the Google Chrome Management Console for all 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

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

Strong background with new and emerging technologies as well as a strong background in computer information systems.

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

Occasional lifting of up to 25 lbs

Benefits :

Healthcare Insurance : Synectics offers eligible employees and their dependents healthcare coverage through BlueCross BlueShield of Illinois. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics. Premiums are subsidized by Synectics.

Dental Insurance : Synectics offers eligible employees and their dependents a dental plan through MetLife. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.

Vision Insurance : Synectics offers eligible employees vision insurance through VSP. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.401(k) Plan : The Synectics Inc. Investment Savings Retirement Plan. Synectics offers all employees who are 21 years of age or older the opportunity to invest in the 401(k) Plan on the first enrollment date that is at least 30 days after employment begins. Enrollment dates are each January 1st, April 1st, July 1st, and October 1st.

Technical Certification Bonus : Synectics is pleased to award its employees a bonus of up to $500 for an approved professional certification. In determining the bonus amount, Synectics will consider the cost of the test(s) for any certification relating to your current position, achieved during your employment with us. Only one Certification Bonus per calendar year may be awarded per employee. Only current, active employees will be eligible to receive this bonus. It will be awarded 90 days after the Synectics office has received documentation confirming the successful completion of the certification.

Synectics is an equal opportunity employer.