Desktop Support Technician : Oregon

STI; Salem (OR); On-site; USD 42,000 - 65,000; Full time

Job summary

STI provides statewide technical support by phone, remote access, and on-site visits to computer users throughout Oregon. The team logs requests, documents solutions, and communicates status to affected parties as issues are escalated.

The role involves diagnosing and resolving complex desktop problems, troubleshooting hardware, and maintaining installation knowledge. It requires at least two years of enterprise desktop support experience and collaboration with IS staff.

Qualifications

• Two years of experience supporting desktops in an enterprise environment.

Responsibilities

• Provides technical support by telephone, remote technology, and on-site to computer users statewide.
• Investigate and diagnose computer-related problems reported by division staff across the state.
• Assist users with unusual and more complex issues that may be referred from lower-level IS staff.
• Troubleshoot and resolve hardware issues.
• Analyzes system performance, error codes, and diagnostic messages and resolves problems or conflicts.
• Installations generally have established procedures. Testing and troubleshooting are at an intermediate level.

Job description

Provides technical support by telephone, remote technology, and on-site to computer users statewide. Requests aregenerally loggedinto the computerized tracking system before escalation. Records solutions in the solutions database or other forms of documentation. Communicates to the affected parties the status of requests.

Investigate and diagnose computer-related problems reported by division staff across the state.Assistusers with unusual and more complex issues that may be referred fromlower-levelIS staff. Troubleshoot and resolve hardware issues. Resolving issues may involve physically repairing hardware or remotely controlling computers and contacting software or hardware vendors.

Analyzes system performance, error codes, and diagnostic messages and resolves problems or conflicts. Installationsgenerally haveestablishedprocedures. Testing and troubleshooting are at an intermediate level. Deals with version compatibility issues,modifyconfigurations, tests, troubleshoots, and performs significant hardware upgrades. Physically replaces cards and other hardware. Examples include bios or ROM upgrades, or flashing. Writes installation documentation andmaintainsknowledge library.

Performance analysis is conducted regularly on PCs todeterminesystem performance levels. If performance deteriorates, measures are instituted to return system performance to acceptable levels. Measures may include running Defrag or Scan disk against the hard drives or providing instructions to the user.

Hardware/software vendors are contacted not only in the arena for new products but also as a prime source of information on better utilization of current hardware and software. The information gained from vendor contacts is investigated, evaluated, and tested upon request. This technical information is then made available to all team members for decision-making. This technical information is also used to establish system defaults locally and make recommendations for department-wide utilization.

Installations often do not have established procedures and could be the initial installation. Testing and troubleshooting are at an intermediate level. Deals with version compatibility issues, modify configurations, tests, and troubleshoots, and performs major hardware upgrades. Modifications to software may impact other software. Examples include bios or ROM upgrades, or flashing. Writes installation documentation and maintains knowledge library.

Two years of experience supporting desktops in an enterprise environment required.