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

Strategy & Planning:

• Assist in developing long-term strategies and capacity planning for meeting future end‑user device needs.
• Support a variety of devices at the primary office and remote locations including Hampton Roads, Fairfax, Roanoke, and Abingdon.
• Evaluate documented resolutions and analyze trends to prevent recurring issues.
• Alert management to emerging incident trends.
• Assist in developing long-term strategies and capacity planning for 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 to support 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:

• Assist 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 a suitable technician or vendor when required.
• Record, track, and document the service desk incident‑solving process, including all successful and unsuccessful decisions and actions taken through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledge bases 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 problems have 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 the technician knowledge base 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 off‑site 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 company’s end‑user computing environment.
• Administer and resolve issues with associated end‑user workstation networking software products when required.
• Receive and respond to incoming calls, service desk tickets, e‑mail, or chat…