State of Oregon - Oregon Legislature Salem, OR, USA
Oct 18, 2018Full-Time
The Office of Legislative Administrative is recruiting for one, full-time continuing Senior PC Specialist to join the Information Services team. Legislative Administration supports the Oregon Legislature, promotes access to the legislative process, and provides efficient, effective, accountable and customer-oriented services to all legislators, legislative departments, the public, and other government agencies. Information Services is a unit within Legislative Administration. Information Services provides efficient, effective, accountable and customer-oriented Information Technology (IT) and Media services and systems that are essential to the operation of the Legislature. Information Services manages the Legislature's IT infrastructure, develops and maintains legislative software systems, provides IT consulting services, provides support for IT products and systems and provides televised coverage of legislative meetings and events. Information Services' services include developing and hosting enterprise software application systems, maintaining network infrastructure and connectivity, providing hardware and software support and providing audio and video support. This position operates out of the State Capitol building is Salem, Oregon. DUTIES & RESPONSIBILITIES: The PC Specialist is the second- level technician in a series of three levels. This position installs and repairs hardware and software for desktop, notebook, and hand-held personal computers and peripherals. This position also connects customers to network resources and works as part of a team in the evaluation of personal computing hardware and software. TECH SUPPORT: Receives service calls from Help Desk, technician Queue, or escalated work orders from other technicians and responds to calls as second tier support in person, over the phone, or using remote desktop to solve problems with personal computing equipment (desktop, notebook and hand-held computers and peripheral devices). Installs, configures and tests personal computing systems and devices. Follows and creates established procedures and prioritization guidelines. Works over the phone with customers calling from multiple remote locations to resolve problems without the need to transport the faulty equipment whenever possible. Uses diagnostic skills and tools to troubleshoot and research new issues to isolate cause of failure and document & resolve. Consults frequently with Technician Team and documentation regarding standards and procedures. Determines if failure is hardware or software related. If hardware may consult with vendor; may replace or repair failed component or may request a vendor service call. May give a temporary device while troubleshooting with team or vendor. If software related, provides a permanent solution or devise temporary fix to keep customers on-line and may consult with vendor to determine and/or provide a more permanent solution. If unable to determine failure, may consult with other members of the team or 3rd tier support. Ensures that appropriate diagnostic output is available for vendor. Follows standard diagnostic procedures to resolve most local and remote network connectivity problems and forwards problems requiring network support knowledge and skills to network staff as needed. Use scripting knowledge to create new scripts and improve existing ones. Also find new uses for scripting to save time and improve quality. Communicates problem resolution status to customers and determine if need notify customer advisor and Technician Team. Enter problem resolution status in Help Desk ticket system. PROJECT WORK: Works as a member of a team to perform technical research on new products and methodologies and contributes to a team recommendation for purchases, configurations, and methods new to the agency. Participates in special projects to set up, install and configure applications that are new to the agency. Creates documentation, including installation and configuration instructions. PROFESSIONAL DEVELOPMENT: Maintains knowledge of state-of-the-art technologies and innovations through training, professional journals and publications, contact with other IS professionals, Internet communication methods, and self-initiated study. Interfaces with other state agencies and external organizations in order to maintain current knowledge of merging technologies, share information, and enhance the organization's image. Recommends ways to utilize appropriate technologies to maximize future benefits.