Identity & Access Management Security Analyst

Senior IT Specialist I, Enterprise Technologies

Overview

At PowerSchool, we are a dedicated team of innovators guided by our shared purpose of powering personalized education for students around the world. From the central office to the classroom to the home, PowerSchool supports the entire educational ecosystem as the global leader of cloud-based software for K-12 education. Our employees make it all possible, and a career with us means you’re joining a successful team committed to engaging, empowering, and improving the K-12 education experience everywhere.

Team 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 Senior 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.

Responsibilities

Description

Essential duties and responsibilities include the following.

 

• 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

Qualifications

Preferred Qualifications

To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Qualifications include:

• 5-7 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.

EEO Commitment

EEO Commitment

PowerSchool is committed to a diverse and inclusive workplace. PowerSchool is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our inclusive culture empowers PowerSchoolers to deliver the best results for our customers. We not only celebrate the diversity of our workforce, we celebrate the diverse ways we work. If you have a disability and need an accommodation regarding our recruiting process, please let us know by emailing accomodations@powerschool.com.

Experience Level

Senior Level