Desktop Engineer, Information Technology Section

Title: Desktop Engineer Information Technology Section

State Role Title:Desktop Engineer

Hiring Range: Commensurate with Experience Up To $61000

Pay Band: UG

Agency: Attorney General & Dept of Law

Location:Office of the Attorney General

Agency Website: Type: Agency Employee Only - A

Job Duties

The Desktop Engineers role is to ensure proper computer operation so that end users can accomplish business tasks. This includes installing diagnosing repairing maintaining and upgrading all end-user devices and equipment to ensure optimal workstation performance; actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools as well as require that the individual give in-person hands-on help at the desktop level. This role also supports and maintains in-house audio-visual conference room equipment. This includes operating and maintaining various electronic products while ensuring their optimal performance. This person will also troubleshoot problem areas in a timely and accurate fashion and provide end-user training and assistance where required.

Responsibilities:

Strategy & Planning
Assist in developing long-term strategies and capacity planning for meeting future end-user device needs.
Able to support a variety of devices at our primary office and remote locations that include Hampton Roads Fairfax Roanoke and Abingdon.
Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
Alert management to emerging trends in incidents.
Assist in developing long-term strategies and capacity planning for meeting future AV equipment and corporate technology needs.
Collaborate with organizational policymakers to establish and enforce proper AV practices and procedures.


Acquisition & Deployment
Conduct research on end-user devices in support of standardization and procurement efforts. Evaluate and recommend products for purchase.
Write technical specifications for purchase of end-user devices and related products.
Deploy pre-packaged software as needed using automated deployment tools.
Assist in software releases and rollouts according to change management best practices.
Maintain up-to-date knowledge of AV equipment contracts and supervise contract-based installations.
Advise on the purchase of new AV equipment; assist with its installation.
Conduct research on and make recommendations for AV products in support of procurement and development efforts.
Place orders for AV equipment and consumables; inspect and verify all AV deliveries upon receipt.


Operational Management
Assisting in providing Level I support when request volumes are high.
Act as an escalation point for advanced or difficult help requests.
Build rapport with service desk customers.
Escalate incidents with accurate documentation to suitable technician or vendor when required.
Record track and document the service desk incident-solving process including all successful and unsuccessful decisions made and actions taken through to final resolution.
Use remote tools and diagnostic utilities to aid in troubleshooting.
Research solutions through internal and external knowledgebase as needed.
Perform hands-on fixes at the desktop level when remote tools are not appropriate including hardware repairs delivery of peripherals or other fixes as determined.
Install antivirus software and ensure virus definitions are up to date.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups with Level I Technicians as required.
Develop help sheets and FAQ lists for end users.
Contribute to technician knowledgebase and training as needed.
Reinforce SLAs to manage end-user expectations.
Provide suggestions for continual improvement.
Perform onsite analysis diagnosis and resolution of complex computer problems for end users and recommend and implement corrective solutions including offsite repair for remote users as needed.
Accurately document instances of equipment failure repair installation and removal as well as moves and changes.
Record and manage equipment sent to repair depots for equipment under warranty or service contracts.
Install configure test maintain monitor and troubleshoot end-user workstations mobile devices and related hardware and software to deliver required deskside service levels.
Manage deploy and secure end-user workstations and mobile devices and applications across the agency using system management tools including system imaging endpoint protection patch management software distribution and endpoint/mobile device management.
Assess the need for and implement performance upgrades to end-user devices based on software technical specifications.
Collaborate with LAN technicians/network administrators to ensure efficient operation of the companys end-user computing environment.
Where required administer and resolve issues with associated end-user workstation networking software products.
Receive and respond to incoming calls service desk tickets email or chat regarding equipment incidents.
Answer to and perform moves adds and changes (MAC) requests as they are submitted by line managers.
Ensure that physical deskside connections (RJ-45 Ethernet jacks RJ-11 telephone modem jacks connectors between PCs and servers etc.) are in proper working order.
Prepare tests and applications for monitoring desktop performance and then provide performance statistics and reports.
Assist in preparing maintaining and upholding procedures for logging reporting and statistically monitoring end-user device operations.
Develop and maintain an inventory of all monitors keyboards hard drives network cards and other components and equipment as needed.
If necessary liaise with third-party support and equipment vendors.
Identify and deliver required audio-visual service levels according to company policies and user requirements.
Set up configure test maintain monitor and troubleshoot teleconferencing equipment multimedia devices televisions monitors projectors recording equipment speaker sets digital cameras/camcorders and other presentation equipment.
Receive and respond to incoming calls and/or e-mails regarding AV software/hardware problems.
Work with vendor support team to perform or coordinate onsite analysis diagnosis and resolution of complex AV hardware problems for a variety of end users and recommend and implement corrective solutions including offsite repair as needed.
Document instances of AV equipment failure repair installation and removal.
Tag or label AV equipment owned by the organization; periodically audit inventories to mitigate risk of damage or theft.

Minimum Qualifications

Excellent technical knowledge of PC internal components.
Hands-on hardware troubleshooting experience.
Working technical knowledge of current protocols operating systems and standards.
Ability to operate tools components and peripheral accessories.
Able to read and understand technical manuals procedural documentation and OEM guides.
Knowledge of advanced computer hardware.
Experience with desktop and server operating systems.
Extensive application support experience.
Working knowledge of a range of diagnostic utilities.
Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
Exceptional written and oral communication skills.
Exceptional interpersonal skills with a focus on rapport building listening and questioning skills.
Strong documentation skills.

Additional Considerations

College diploma or university degree in the field of computer science and/or 5 years equivalent work experience.
Certifications in CompTIA A CompTIA Network and CompTIA Security.

Special Instructions

Kindly utilize the Virginia Jobs website () to submit your application. Applications sent to the Recruitment email address will not be reviewed for the hiring process. We do not entertain phone calls or emails inquiring about application status; instead please login to the PageUp/RMS system for updates on your applications status.

Contact Information

Name: OAG Recruitment

Phone:

Email:

In support of the Commonwealths commitment to inclusion we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS) or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation if applicable to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at .

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1 2022- February 29 2024 can still use that COD as applicable documentation for the Alternative Hiring Process.