Desktop Support Technician
PowerSchool
Bengaluru, KA, IN
4d ago

Job Description

TheDesktop Support Technician will assist in maintaining Windows and MacBookworkstations, Windows and Unix / Linux based servers, database administration,provide support to end users on a variety of issues.

Identify, research, andresolve technical problems. Respond to telephone calls, email and personalrequests for technical support.

Document, track and monitor problems to ensurea timely resolution. Install software, printers, telephones, etc. Troubleshootproblematic PC issues and other duties as assigned.

Serves as subject matterexpert and / or top-tier (onsite) support. Will assist with onsite projects andsystems installation and IT infra-

structure build-out. Monitors help deskrequest queues and responds to tickets as needed.

Duties andResponsibilities

include the following. Reasonableaccommodations may be made to enable individuals with disabilities to performthe essential functions.

  • Responds to requests for technical assistance inperson, via phone, and / orelectronically.
  • Diagnoses and resolves desktop, hardware andsoftwareissues.
  • Researches questions using available informationresources.
  • Advises user on appropriateactions.
  • Manage personal and team ticketqueue.
  • Redirects problems to appropriateresources.
  • Identifies and prioritizes situations requiringurgentattention.
  • Documents resolutions and updates knowledgebase.
  • Determine whether problem is caused by hardware suchas a modem, printer, cables, ortelephone.
  • Handle problem recognition,research, isolation, resolution and follow up for routine users, referring morecomplex problems to supervisors or technicalstaff.
  • Analyze and evaluates incident reports and makesrecommendations to reduce help line incidentrate.
  • Contact software and hardware vendors to requestservice regarding defectiveproducts.
  • Install personal computers, software and peripheralequipment.
  • Provide end user systems setup andaccess.
  • Daily monitoring / checks
  • Logging of notedissues
  • Other duties asassigned
  • Qualifications

    To be considered for and to perform this job successfully, anindividual must be able to perform each essential duty and responsibilitysatisfactorily.

    The requirements listed below are representative of theknowledge, skill and / or ability required.

    Qualifications include :

  • 2+ years' experience in Desktop or Help Desk Supportin a businesssetting.
  • Strong technical aptitude, ability andtroubleshootingskills.
  • Excellent communication and customer serviceskills.
  • A high degree of professionalism and the ability tothink on yourfeet.
  • Ability to work in and withteams.
  • Attention to detail and followup.
  • Experience with Windows 7 and newer isrequired.
  • Experience with basic networking isrequired.
  • Experience with Active Directory, Office 365 / Exchange, hardware firewalls aplus.
  • A+, Net+, Security+, MCSA Desktop aplus.
  • Skills & Requirements

    TheDesktop Support Technician will assist in maintaining Windows and MacBookworkstations, Windows and Unix / Linux based servers, database administration,provide support to end users on a variety of issues.

    Identify, research, andresolve technical problems. Respond to telephone calls, email and personalrequests for technical support.

    Document, track and monitor problems to ensurea timely resolution. Install software, printers, telephones, etc. Troubleshootproblematic PC issues and other duties as assigned.

    Serves as subject matterexpert and / or top-tier (onsite) support. Will assist with onsite projects andsystems installation and IT infra-

    structure build-out. Monitors help deskrequest queues and responds to tickets as needed.

    Duties andResponsibilities

    Essential duties andresponsibilities include the following. Reasonableaccommodations may be made to enable individuals with disabilities to performthe essential functions.

  • Responds to requests for technical assistance inperson, via phone, and / orelectronically.
  • Diagnoses and resolves desktop, hardware andsoftwareissues.
  • Researches questions using available informationresources.
  • Advises user on appropriateactions.
  • Manage personal and team ticketqueue.
  • Redirects problems to appropriateresources.
  • Identifies and prioritizes situations requiringurgentattention.
  • Documents resolutions and updates knowledgebase.
  • Determine whether problem is caused by hardware suchas a modem, printer, cables, ortelephone.
  • Handle problem recognition,research, isolation, resolution and follow up for routine users, referring morecomplex problems to supervisors or technicalstaff.
  • Analyze and evaluates incident reports and makesrecommendations to reduce help line incidentrate.
  • Contact software and hardware vendors to requestservice regarding defectiveproducts.
  • Install personal computers, software and peripheralequipment.
  • Provide end user systems setup andaccess.
  • Daily monitoring / checks
  • Logging of notedissues
  • Other duties asassigned
  • Qualifications

    To be considered for and to perform this job successfully, anindividual must be able to perform each essential duty and responsibilitysatisfactorily.

    The requirements listed below are representative of theknowledge, skill and / or ability required.

    Qualifications include :

  • 2+ years' experience in Desktop or Help Desk Supportin a businesssetting.
  • Strong technical aptitude, ability andtroubleshootingskills.
  • Excellent communication and customer serviceskills.
  • A high degree of professionalism and the ability tothink on yourfeet.
  • Ability to work in and withteams.
  • Attention to detail and followup.
  • Experience with Windows 7 and newer isrequired.
  • Experience with basic networking isrequired.
  • Experience with Active Directory, Office 365 / Exchange, hardware firewalls aplus.
  • A+, Net+, Security+, MCSA Desktop aplus.
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