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.