Desktop Support Technician - Salem, OR

STI; Salem (OR); On-site; USD 52,000 - 65,000; Full time

Job summary

STI is seeking an experienced desktop support technician to assist statewide users with technical issues via phone, remote access, and on-site visits. The role involves diagnosing complex problems, repairing hardware, and maintaining installation documentation.

The ideal candidate has at least two years of enterprise desktop support experience, strong troubleshooting skills, and the ability to document solutions in the knowledge base for future reference.

Qualifications

• Two years of experience supporting desktops in an enterprise environment.
• Assists users with complex issues referred from lower-level IS staff.
• Experience installing hardware upgrades and diagnosing hardware failures.
• Documents solutions and maintains knowledge library.

Responsibilities

• Provide IT support via telephone, remote access, and on-site within the state.
• Investigate and diagnose problems reported by division staff across the state.
• Troubleshoot and resolve hardware issues, including installations and upgrades.
• Record solutions in the solutions database and communicate status to users.
• Analyze system performance and advise on improvements.

Skills

Desktop support

Troubleshooting

Remote support

Hardware troubleshooting

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.