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Help Desk Support II
Ref No.: 14-00367
Location: Salem, Oregon
6+ Months
Salem OR
Dept of Transportation

 Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. May require an associate's degree in a related area and at least 3years of experience in the field or in a related area. Familiar with a variety of the field's concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. May lead and direct the work of Contractor staff. A wide degree of creativity and latitude is expected.
ODOT Specific Description
Technician's Duties
·         Provide workstation installation, troubleshooting, diagnosis, and repair for multiple systems and models, including operating systems, configurations, and software applications.
·         Build and configure ODOT PCs for Ethernet connectivity, following agency standards and procedures.
·         Provide status reports as directed describing work-related activities and accomplishments.
·         Maintain workstations in accordance with IS standards.
·         Ensure workstations and their applications are in operational condition.
·         Troubleshoot workstation hardware and operating system problems.
·         Assist the Computer Support Desk (CSD) in tracking computer problems by using ODOT Problem Management (OPM) software or by communication with CSD.
·         Assist IS in inputting accurate inventory information.
  Type   Qualification   Description   Competency   Experience   Required  
  Skills   Active Directory       Proficient       Yes  
  Skills   Backup and recovery       Proficient       Yes  
  Skills   Communication skills û verbal and written       Expert       Yes  
  Skills   Learning ability       Proficient       Yes  
  Skills   MicrosoftOffice       Proficient       Yes  
  Skills   PC Hardware Troubleshooting       Proficient       Yes  
  Skills   Printer Troubleshooting       Proficient       Yes  
  Skills   TCP/IP       Proficient       Yes  
  Skills   Team work       Advanced       Yes  
  Skills   Windows 9x/2000/XP/NT/Vista/7       Advanced       Yes