Desktop Support Technician

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• 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.
• Modifications to software may impact other software.

McMinnville, OR $55,000.00-$70,000.00 1 day ago