Desktop Support Technician - Salem, OR/On Site

STI; Salem (OR); On-site; USD 45,000 - 60,000; Full time

Job summary

STI is seeking a Desktop Support Technician to provide on-site, remote, and phone support to computer users statewide from Salem, OR. The role requires local candidates and a minimum of 12 months of desktop support experience in an enterprise environment; candidates should be able to diagnose and resolve hardware and software issues across the state.

Responsibilities include documenting resolutions, updating the knowledge base, and communicating status to users.

Qualifications

• Two years of experience supporting desktops in an enterprise environment.
• Ability to investigate and diagnose computer-related problems reported by division staff.

Responsibilities

• Provide technical support by telephone, remote technology, and on-site to computer users statewide.
• Log requests in the tracking system before escalation and document solutions.
• Communicate status of requests to affected parties.
• Troubleshoot and resolve hardware issues, including BIOS/ROM upgrades and hardware replacements.
• Analyze system performance, error codes, and diagnostic messages; perform testing and troubleshooting.
• Create and maintain installation documentation and knowledge base.

Skills

Desktop support

Troubleshooting

Remote access

Hardware upgrades

Documentation

Tools

Remote desktop tools

Diagnostics tools

Job description

12+ Months
Provides technical support by telephone, remote technology, and on-site to computer users statewide. Requests are generally logged into 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.Desktop Support Technician
Salem, OR/On Site
Candidate Must Be Local
12+ Months
Provides technical support by telephone, remote technology, and on-site to computer users statewide. Requests are generally logged into 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. Assist users with unusual and more complex issues that may be referred from lower-level IS 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. Installations generally have established procedures. Testing and troubleshooting are at an intermediate level. Deals with version compatibility issues, modify configurations, tests, troubleshoots, and performs significant hardware upgrades. Physically replaces cards and other hardware. Examples include bios or ROM upgrades, or flashing. Writes installation documentation and maintains knowledge library.
Performance analysis is conducted regularly on PCs to determine system 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.