Helpdesk Support

Requisition ID: 65795 Service Desk Analyst II Client: Atlanta Public Schools - IT Duration: 12+ Months Location: 130 Trinity Ave SW 1st Floor Atlanta, Georgia 30303-0000 Help Desk / Service Desk Support Analyst II Provides advanced Tier-2 technical support within a K-12 public school district environment for teachers, administrators, support staff, students, and families. This role is responsible for resolving escalated incidents, performing advanced troubleshooting, supporting district-wide technology systems, and serving as a technical escalation point for Tier-1 support staff.

The Tier 2 Analyst supports complex technical environments including end-user computing, classroom technology, identity management, networking, audio-visual systems, and instructional applications. This position requires strong technical expertise, analytical problem-solving skills, operational awareness, and the ability to collaborate across multiple technical and instructional teams.

Key Responsibilities Provide Tier-2 technical support for escalated incidents, service requests, and operational issues

Troubleshoot and resolve complex hardware, software, account, classroom technology, connectivity, and application-related issues

Serve as an escalation point and technical resource for Tier-1 support staff

Utilize advanced troubleshooting methodologies to diagnose root causes and implement sustainable solutions

Support district end-user computing environments, instructional technology platforms, audio-visual systems, and enterprise applications

Perform advanced support for Microsoft 365, Google Workspace, identity management, Single Sign-On (SSO), Student Information Systems (SIS), and endpoint technologies

Collaborate with infrastructure, cybersecurity, networking, systems administration, and application support teams

Monitor recurring incidents and participate in problem management and operational improvement activities

Develop, maintain, and review technical documentation, troubleshooting procedures, and knowledgebase articles

Participate in district technology deployments, upgrades, migrations, and operational projects

Assist with onboarding, mentoring, and technical guidance for Tier-1 support staff

Support district communication and incident response activities during outages or critical incidents

Ensure compliance with district cybersecurity, audit, data privacy, and operational standards

Participate in support swarming, cross-functional troubleshooting, and operational review meetings

Identify automation opportunities and recommend process improvements to improve efficiency and service quality

Key Skills & Qualifications Strong technical troubleshooting and analytical problem-solving abilities

Advanced customer service and communication skills

Ability to communicate technical concepts effectively to technical and non-technical audiences

Experience supporting enterprise technology environments and escalated support operations

Ability to prioritize and manage multiple complex incidents simultaneously

Strong documentation, organizational, and operational process skills

Ability to mentor junior support staff and contribute to team development

Strong understanding of incident management, escalation management, and operational support practices

Awareness of cybersecurity principles, identity management, and data privacy standards

Ability to collaborate effectively across technical teams, vendors, instructional staff, and district leadership

Experience Minimum 5-10 years of experience in Help Desk, Service Desk, Desktop Support, Endpoint Support, or advanced technical support roles required

Experience supporting K-12 education, public sector, enterprise, or large-scale support environments preferred

Experience supporting classroom technology, instructional systems, and enterprise collaboration platforms highly desirable

Experience participating in technology projects, deployments, or operational improvement initiatives preferred

Technical Requirements Advanced experience with IT Service Management (ITSM) platforms such as ServiceNow, Freshservice, Jira Service Management, IIQ, or equivalent

Strong experience supporting Windows devices, Microsoft 365, Google Workspace, and endpoint technologies

Experience with remote support tools, endpoint management systems, and device troubleshooting

Working knowledge of networking concepts including TCP/IP, DNS, DHCP, wireless connectivity, and VPN support

Experience supporting identity management, Active Directory, Azure AD/Entra ID, Single Sign-On (SSO), and account provisioning

Familiarity with Student Information Systems (SIS), instructional applications, and classroom technologies preferred

Experience supporting printers, copiers, audio-visual systems, and conferencing technologies

Understanding of problem management, change management, and operational support processes

Proficiency with Microsoft Office Suite, Teams, SharePoint, and collaboration platforms

Ability to maintain audit-compliant support documentation and operational records

Operational Expectations Expected to resolve escalated technical issues efficiently while maintaining high customer service standards

Must maintain detailed and accurate technical documentation and ticket histories

Expected to follow district operational, cybersecurity, and compliance procedures consistently

Supports continuous improvement initiatives, knowledge management, and process optimization efforts

Expected to contribute to operational reporting, service quality improvements, and issue trend analysis

Must maintain professionalism, confidentiality, and accountability while supporting district systems and users

May participate in after-hours support, emergency response activities, district technology initiatives, and operational project work as required