Title: Desktop Support Technician
Location: Salem, OR – Onsite Role
Duration: 6 Months
Description:
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.

Key Responsibilities

• Provide technical support via phone, remote access, and on-site visits for users statewide.
• Log, track, and escalate support requests in a ticketing system.
• Diagnose and resolve hardware and software issues, including complex problems escalated from junior staff.
• Perform system performance analysis and implement optimizations.
• Install, configure, and upgrade computer hardware, BIOS/ROM, and software systems.
• Collaborate with vendors for hardware/software troubleshooting and new technology evaluation.
• Document solutions, procedures, and installation guides in the knowledge base.
• Conduct hardware replacements and repairs (cards, memory, drives, etc.).
• Monitor and maintain system compatibility, stability, and security.

Required Skills

• Windows OS (installation, configuration, troubleshooting)
• Active Directory and user account management
• Network connectivity troubleshooting (TCP/IP, DNS, DHCP)
• Hardware diagnostics, repair, and replacement
• Remote support tools (e.g., TeamViewer, RDP, SCCM Remote Control)
• BIOS/firmware upgrades and configuration
• Imaging and deployment tools (e.g., MDT, SCCM, Clonezilla)
• Enterprise antivirus, patching, and security software
• Ticketing and documentation systems (e.g., ServiceNow, Jira, Remedy)

Soft Skills:

Strong analytical and problem-solving skills
Excellent communication with non-technical users
Ability to manage multiple priorities and incidents
Collaborative work with vendors and cross-functional IT teams
Detail-oriented documentation habits

Typical Qualifications
Experience: 2+ years in enterprise desktop support or IT helpdesk
Education: Associate’s or Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)

Certifications (Preferred):
CompTIA A+
Microsoft Certified: Modern Desktop Administrator Associate
ITIL Foundation (for service management)
Email your resume to: usjobs@mavensoft.com
To learn more about Mavensoft visit us online at http://www.mavensoft.com/