Desktop Support Technician

Overview

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, which may involve physically repairing hardware or remotely controlling computers and contacting software or hardware vendors.
• Analyze system performance, error codes, and diagnostic messages and resolve problems or conflicts. Follow established installation procedures, perform testing and troubleshooting at an intermediate level, handle version compatibility issues, modify configurations, test, troubleshoot, and perform significant hardware upgrades. Physically replace cards and other hardware (examples include BIOS or ROM upgrades, or flashing). Write installation documentation and maintain knowledge library.
• Conduct performance analysis on PCs to determine system performance levels and implement measures to return performance to acceptable levels. May include defragmenting or running disk checks and providing instructions to users.
• Engage with hardware/software vendors for information on new products and better utilization of current hardware/software. Investigate, evaluate, and test information gained from vendor contacts; share findings with the team and use information to establish system defaults and recommendations for department-wide utilization.
• Note:
  
  Installations may be initial and lack established procedures; troubleshooting is at an intermediate level and may involve major hardware upgrades and software modifications that can impact other software. Write installation documentation and maintain knowledge library.

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