Technical Support Analyst

Hybrid (Onsite 3 days/wk)DescriptionUnder direct supervision, provides management information system user support on a continuing basis either by phone or site visit. Troubleshoots end-user problems. 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 GDC 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.ResponsibilitiesManage 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.RequirementsAssociates 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.Preferred QualificationsGoogle Certified IT Support Professional or Google Certified Administrator.Experience with large scale Chromebook deployments.Familiarity with content filtering tools and device compliance reporting.About Diversified SystemsFounded in 1990, Diversified Systems is an award-winning Technology Services corporation providing all levels of IT project consulting services nationwide. DSI is headquartered in Columbus, Ohio with regional offices in the American Midwest and East Coast. We offer our consultants a number of flexible and competitive compensation benefit packages.Diversified Systems is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations.Diversity, Equity and InclusionDSI values authenticity and is committed to making sure our employees and partners are valued and respected. At DSI, we believe building a diverse culture is important because we know when people work together, we can achieve better results as a team. DSI realizes that everyone comes from various backgrounds. We celebrate these differences because our employees are our greatest asset as we strive to best meet the needs of those we serve. As part of our ongoing efforts, DSI is focused on advancing equality, diversity, and inclusion by setting high standards to continually evolve our culture. This includes but is not limited to recruiting, community involvement, client delivery, and career development.