Desktop Engineer, Information Technology Section

Title: Desktop Engineer, Information Technology Section

State Role Title: Desktop Engineer

Hiring Range: Commensurate with Experience, Up To $61,000

Pay Band: UG

Agency: Attorney General & Dept of Law

Location: Office of the Attorney General

Agency Website: https://www.oag.state.va.us/

Recruitment Type: Agency Employee Only - A

Job Duties

The Desktop Engineer’s 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 hardw