Overview
Long term position providing technical support by telephone, remote technology, and on-site to computer users statewide. Requests are 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. Responsibilities
Provide technical support by telephone, remote technology, and on-site to computer users statewide. Log requests into the computerized tracking system before escalation. Record solutions in the solutions database or other forms of documentation. Communicate 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. Analyze system performance, error codes, and diagnostic messages and resolve problems or conflicts. Handle installations with established procedures; perform testing and troubleshooting at an intermediate level; address version compatibility issues, modify configurations, test, troubleshoot, and perform significant hardware upgrades; physically replace cards and other hardware (e.g., BIOS or ROM upgrades, flashing). Write installation documentation and maintain the knowledge library. Conduct performance analyses on PCs to determine system performance levels; implement measures to restore performance (e.g., defragmentation or disk scans) as needed. Coordinate with hardware/software vendors for information on new products and better utilization of current hardware and software; evaluate information and test as requested; share technical information with the team; establish system defaults and recommend department-wide utilization. In installations without established procedures, participate in initial installations; perform testing, troubleshooting at an intermediate level; manage major hardware upgrades; note that modifications to software may impact other software. Qualifications
Two years of experience supporting desktops in an enterprise environment required.
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Long term position providing technical support by telephone, remote technology, and on-site to computer users statewide. Requests are 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. Responsibilities
Provide technical support by telephone, remote technology, and on-site to computer users statewide. Log requests into the computerized tracking system before escalation. Record solutions in the solutions database or other forms of documentation. Communicate 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. Analyze system performance, error codes, and diagnostic messages and resolve problems or conflicts. Handle installations with established procedures; perform testing and troubleshooting at an intermediate level; address version compatibility issues, modify configurations, test, troubleshoot, and perform significant hardware upgrades; physically replace cards and other hardware (e.g., BIOS or ROM upgrades, flashing). Write installation documentation and maintain the knowledge library. Conduct performance analyses on PCs to determine system performance levels; implement measures to restore performance (e.g., defragmentation or disk scans) as needed. Coordinate with hardware/software vendors for information on new products and better utilization of current hardware and software; evaluate information and test as requested; share technical information with the team; establish system defaults and recommend department-wide utilization. In installations without established procedures, participate in initial installations; perform testing, troubleshooting at an intermediate level; manage major hardware upgrades; note that modifications to software may impact other software. Qualifications
Two years of experience supporting desktops in an enterprise environment required.
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