Senior Information Technology Specialist

Overview -

• Our Information Technology (IT) team leads all aspects of IT systems and processes across the enterprise, including data services, security, compliance, applications, automation, and end-user services. Through innovative and streamlined technology solutions, this dynamic team enables company growth, protects data, and serves as a critical partner to all departments of PowerSchool.
• The IT Specialist, Enterprise Technologies will assist in maintaining Windows and MacBook workstations, Windows and Unix/Linux based servers, provide support to end users on a variety of issues. Identify, research, and resolve technical problems. Respond to telephone calls, email and personal requests for technical support. Document, track and monitor problems to ensure a timely resolution. Install software, printers, telephones, etc. Troubleshoot problematic PC issues and other duties as assigned. Serves as subject matter expert and/or top-tier (onsite) support. Will assist with onsite projects and systems installation and IT infrastructure build-out. Monitors IT Service desk request queues and responds to tickets and calls from Global and India employees as needed.

Description

• Responds to requests for technical assistance in person, via phone, and/or electronically.
• Diagnoses and resolves desktop, hardware and software/Applications issues.
• Researches questions using available information resources.
• Advises user on appropriate actions
• Manage personal and team ticket queue.
• Redirects problems to appropriate resources.
• Identifies and prioritizes situations requiring urgent attention
• Documents resolutions and updates knowledgebase
• Determine whether problem is caused by hardware such as a headphone, modem, printer, cables, external device or telephone
• Handle problem recognition, research, isolation, resolution and follow up for routine users, referring more complex problems to supervisors or technical staff.
• Analyse and evaluates incident reports and makes recommendations to reduce help line incident rate.
• Contact software and hardware vendors to request service regarding defective products.
• Install personal computers, software and peripheral equipment.
• Provide end user systems setup and access.
• Daily monitoring /checks
• IT Asset Inventory Management.
• AV systems support.
• Logging of noted issues
• Other duties as assigned

Requirements

• 4-6 years' experience in Desktop or Help Desk Support to domestic and International users in a business setting.
• Strong technical aptitude, ability and troubleshooting skills to solve hardware and OS/Applications related issues.
• Excellent communication and customer service skills to support International service desk calls.
• A high degree of professionalism and the ability to think on your feet.
• Ability to work in and with teams and IT Asset Management.
• Experience with AV systems support.
• Experience with Windows 10/11 and newer is required.
• Experience with Mac OS Catalina, Big Sur, Monterey and newer is required.
• Experience with basic networking is required.
• Experience with Application administration, Active Directory, Office 365, hardware plus.
• A+, Net+, Security+, ITIL, MCSA Desktop plus.
• Able to work in 24*7 rotational shifts as per business need