- Company Name
- DRS IT Solutions Inc
- Job Title
- Technical Support Analyst
- Job Description
-
**Job Title:** Technical Support Analyst
**Role Summary:**
Provide tier‑1 and tier‑2 technical support for Google Workspace and Chrome OS environments. Administer and maintain the Google Chrome Management Console, manage user accounts, devices, and security policies, and troubleshoot hardware, software, and connectivity issues. Engage with instructional technology teams to ensure compatibility of digital learning tools and maintain accurate inventory and documentation.
**Expectations:**
- Maintain continuous functionality of Google Workspace services (Gmail, Drive, Calendar, etc.) and Chrome OS devices.
- Deliver fast, effective resolution of user‑reported issues.
- Keep system security and compliance up to date.
- Manage device inventory and policy enforcement.
- Document procedures, user guides, and support workflows.
**Key Responsibilities:**
- Administer Google Chrome Management Console for all devices and users.
- Monitor Google Workspace domain metrics: usage, storage, security, sharing.
- Configure, deploy, and update Chromebooks, extensions, and educational apps.
- Enforce device/user policies (content filters, sign‑in restrictions, security settings).
- Provide tier‑1/2 support to teachers and staff on Chrome OS and Google Workspace.
- Troubleshoot hardware, software, and connectivity issues on Chrome devices.
- Collaborate with instructional tech teams to ensure tool compatibility.
- Maintain accurate inventory records of Chrome devices and peripherals.
- Document support procedures, user guides, and troubleshooting steps.
- Analyze support trends and recommend improvements to device management and user experience.
- Monitor system performance, updates, and security compliance.
**Required Skills:**
- Proficiency with Google Admin Console, Chrome Management Console, and Google Workspace.
- Experience with Apple products and Mac support.
- Knowledge of device imaging, policy configuration, and remote management tools.
- Understanding of network connectivity, Wi‑Fi troubleshooting, and endpoint security.
- Familiarity with web‑based applications and learning management systems (LMS).
- Strong problem‑solving and communication abilities.
**Required Education & Certifications:**
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent experience.
- 2+ years of IT support or systems administration in an educational setting.