PowerSchool | G&A
The Desktop Support Technician will assist in maintaining Windows and MacBook workstations, Windows and Unix/Linux based servers, database administration, 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 infra-structure build-out. Monitors help desk request queues and responds to tickets as needed.
Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Responds to requests for technical assistance in person, via phone, and/or electronically.
- Diagnoses and resolves desktop, hardware and software 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 knowledge base.
- Determine whether problem is caused by hardware such as a modem, printer, cables, or telephone.
- Handle problem recognition, research, isolation, resolution and follow up for routine users, referring more complex problems to supervisors or technical staff.
- Analyze 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
- Logging of noted issues
- Other duties as assigned