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Desktop Technician

Experienced

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.

Skills & Requirements

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