• Provide desktop support via phone, remote tools, and onsite assistance

• Investigate, diagnose, and resolve computer-related issues reported by staff statewide

• Troubleshoot and repair hardware issues, including physical component replacement

• Perform system upgrades such as BIOS or ROM flashing and major hardware upgrades

• Analyze system performance and take corrective actions to restore acceptable performance levels

• Install, configure, test, and troubleshoot software and hardware

• Address version compatibility issues and modify configurations as needed

• Maintain installation documentation and contribute to the knowledge library

• Communicate ticket status and resolutions to affected users

• Escalate unresolved issues appropriately

• Work with vendors to research, evaluate, and test new or improved hardware and software solutions

• Establish and recommend system defaults and best practices

Requirement:

• Minimum 2 years of experience supporting desktops in an enterprise environment

• Experience troubleshooting Windows operating systems (Windows 9x/2000/XP/NT/Vista/7)

• Basic networking knowledge including TCP/IP and UDP

• Experience with Microsoft Office

• Basic experience with Active Directory

• Strong verbal and written communication skills

• Strong learning ability and teamwork skills