Technical Support Analyst

Job Title: Technical Support Analyst
Location: Atlanta, GA (Hybrid)
Duration: 08+ Months

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

This position will be located at either the Client South location (Tift Campus) in Forsyth, GA or the Client location in Decatur, Georgia, upon request. Travel will be required. Client offers a hybrid work schedule with three days in the office and two days teleworking after a six-month training period.

Job Description:
The Client protects the public by operating secure facilities and providing opportunities for offender rehabilitation. Client is seeking a Technical Program Analyst within the Office of Information Technology (Client). The position supports the needs of the Client Offices South (Tift Campus) location as well as facilities under *** and ***.

The qualified candidate will be able to perform the following duties to include but not limited to analyzing, optimizing, and improving computer systems for *** s Inmate Services. This position will be responsible for handling 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. A successful candidate will also have a strong background with new and emerging technologies as well as a strong background in computer information systems. *** is 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 ***. 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 troubleshooting issues that arise with the Google Workspace environment.

Mileage Reimbursement:

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

Key Responsibilities:

• 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 Bachelor's 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 a prison setting with escorts

Skill Matrix: Skill Required Experience Required Experience Hands on experience managing Google Workspace and Google Workspace for Education and Chrome OS devices Required 2 Years Providing IT support or systems administration in an enterprise environment. Required 2 Years Proficiency with Google Admin Console, Chrome Management Console and Google workspace Required 2 Years Proficiency in Apple products and Mac support Required 2 Years Knowledge of network connectivity, Wi-Fi troubleshooting and endpoint security best practices Required 2 Year Hands on experience managing Google Workspace and Google Workspace for Education and Chrome OS devices Required 2 Years