Technical Support Analyst

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

The Georgia Department of Corrections (GDC) protects the public by operating secure facilities and providing opportunities for offender rehabilitation. GDC is 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 GDC and 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 GDC s 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 GDC 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. GDC 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 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.

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

Mileage Re-imbursement:

If going to a correctional facility, expensing mileage will be allowed.

Going to one of the sites (Decatur or Forsyth) for regular work, mileage re-imbursement will NOT be allowed.

Key Responsibilities:

Manage and administer the Google Chrome Management Console for all GDCI 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

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 prison setting with escorts

Skills:

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 Years

Experience supporting web-based applications and learning management systems (LMS) Required 2 Years