Virginia Office of the Attorney General · 15 hours ago
Desktop Engineer, Information Technology Section
Richmond, VA
Full-time
Onsite
Mid, Senior Level
$0/yr - $61K/yr
5+ years expThe Virginia Office of the Attorney General is seeking a Desktop Engineer to ensure proper computer operation for end users. The role involves installing, diagnosing, repairing, maintaining, and upgrading end-user devices, as well as providing support for audio-visual equipment and troubleshooting issues as they arise.
Law Practice
Responsibilities
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
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
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 company’s 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
Qualification
Required
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
Preferred
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+
Company
Virginia Office of the Attorney General
The Virginia Office of the Attorney General is the Commonwealth's law firm.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Broadus Pettiford, CEH, CISM, CISSP, PMP
Chief Information Officer
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