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Desktop Engineer, Information Technology SectionVirginia Office of the Attorney General • Richmond, Virginia, United States
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Desktop Engineer, Information Technology Section

Virginia Office of the Attorney General
  • US
    Richmond, Virginia, United States
  • US
    Richmond, Virginia, United States
Jetzt Bewerben

Über

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://www.oag.state.va.us/ Recruitment Type:
General Public - G
Responsibilities 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 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.
Liaise with third‑party support and equipment vendors when necessary.
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 off‑site 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+.
In support of the Commonwealth’s 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.
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  • Richmond, Virginia, United States

Sprachkenntnisse

  • English
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