Desktop Engineer, Information Technology Section

Title: Desktop Engineer, Information Technology Section

State Role Title: Desktop Engineer

Hiring Range: $60,000-$61,500

Pay Band: UG

Agency: Attorney General & Dept of Law

Location: Office of the Attorney General

Agency Website: https://(Use the "Apply for this Job" box below)./

Recruitment Type: General Public - G

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…