Desktop Support Technician

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

WHAT YOULL DO:

Job Responsibilities:

• 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 perform significant hardware upgrades.
• Physically replaces cards and other hardware.
• Examples include bios or ROM upgrades, or flashing.
• Writes installation documentation and maintains knowledge library.
• Modifications to software may impact other software.