Desktop Support Technician

Location & Work Arrangement

• City, State: Salem, Oregon
• Work Arrangement: 100% Onsite.
• Contract: This is a Contract position.
• Local Requirement: Candidate Must Be Local.
• Mode of Interview: Either Web Cam or In Person.

Essential Expertise and Scope of Work

The successful candidate will be the primary technical contact for end-users, managing tickets through a computerized tracking system and ensuring timely resolution of issues while documenting solutions for the team.

1. Enterprise Desktop Support & Troubleshooting (2+ Years Required)

• Experience: Two years of experience supporting desktops in an enterprise environment (Required).
• Technical Support: Provides technical support by telephone, remote technology, and on-site to computer users statewide.
• Diagnosis: Investigate and diagnose computer-related problems, assisting users with unusual and more complex issues escalated from lower-level staff.
• Issue Resolution: Troubleshoot and resolve hardware issues, which may involve physically repairing hardware, remotely controlling computers, and contacting vendors.
• System Analysis: Analyzes system performance, error codes, and diagnostic messages to resolve problems or conflicts (e.g., running Defrag or Scan disk).

2. Hardware, Software, and Networking Proficiency

• Hardware Upgrades: Performs significant hardware upgrades, including physically replacing cards, modifying configurations, and executing updates like BIOS or ROM flashing.
• Installation/Configuration: Manages software and hardware installations, often without established procedures (initial installations). Deals with version compatibility issues and modifies configurations.
• Networking Fundamentals: Foundational knowledge of key networking protocols:
  • TCP/IP (1-3 Years Required)
  • UDP (1-3 Years Required)
• Operating Systems: Experience with Windows OS including 9x/2000/XP/NT/Vista/7 (1-3 Years Required).
• Core Tools: Proficiency with Microsoft Office (1-3 Years Required).

3. Documentation and Process Contribution

• Documentation: Records solutions in the solutions database or other forms of documentation, and writes installation documentation to maintain the knowledge library.
• Vendor Management: Contacts hardware/software vendors for new products and information on better utilization of current technology, investigating and evaluating information for department-wide recommendations.
• Communication: Communicates to affected parties the status of requests (Proficient written and verbal communication skills required).

Required Qualifications Summary