What are the responsibilities and job description for the Desktop Support Technician position at Stellar Professionals LLC?
Job Details
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
| Skill Set Category | Key Expertise/Domain | Minimum Experience |
| Desktop Support | Supporting desktops in an enterprise environment, complex troubleshooting (hardware/software), on-site support. | 2 Years |
| Networking | Understanding of TCP/IP and UDP. | 1-3 Years (Novice) |
| Hardware | Major hardware upgrades, Physical repair/replacement, BIOS/ROM flashing. | Intermediate Level |
| OS/Software | Windows OS (9x through 7), Active Directory (1-3 years), Microsoft Office. | 1-3 Years (Novice) |
| Documentation | Maintaining knowledge library, writing installation docs, logging solutions in tracking system. | Required |
| Work Arrangement | 100% Onsite, Must be Local to Salem, Oregon. | Required |
| Soft Skills | Strong verbal/written Communication skills, Teamwork, Learning ability. | 4-6 Years (Proficient) |