Desktop Engineer, Information Technology Section

Socket.dev; Richmond (VA); On-site; USD 60,000 - 62,000; Full time

Job summary

The Office of the Attorney General is seeking a Desktop Engineer to ensure reliable end-user computing and AV capabilities across the agency. The role involves hands-on support, equipment installation, and proactive problem resolution to meet SLAs.

Responsibilities include AV system maintenance, device deployment, and collaboration with IT teams to optimize performance and security. The position is based in Richmond, VA, with on-site work and opportunities to improve user productivity.

Qualifications

• College diploma or university degree in Computer Science and/or five years of equivalent work experience.
• Strong enterprise desktop/end-user computing support experience.
• Experience with installation, troubleshooting, and maintenance of end-user devices and AV equipment.

Responsibilities

• Provide Level I end-user support and escalation as needed.
• Install, diagnose, repair, maintain and upgrade end-user devices to ensure workstation performance.
• Set up and maintain AV equipment and conference room technology.
• Document incidents and resolutions, and contribute to knowledge base and training materials.
• Collaborate with LAN technicians to ensure efficient end-user computing operations.

Skills

Desktop support

AV technologies

ITIL familiarity

Documentation

Education

College diploma or university degree in Computer Science

Job description

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

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 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, 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.
• 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.

Minimum Qualifications

• College diploma or university degree in Computer Science and/or five years of equivalent work experience
• CompTIA A+, Network+, and Security+ certifications
• Strong enterprise desktop/end‑user computing support experience
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Advanced hardware, software, and Windows operating system troubleshooting experience
• Experience using enterprise endpoint/system management tools for imaging, endpoint protection, patch management, software distribution, and endpoint/mobile device management
• Experience with application packaging, testing, deployment, upgrades, and removal in an enterprise environment
• Experience deploying software and supporting application releases and rollouts
• Experience managing enterprise workstations, including BIOS, firmware, drivers, docks, and peripherals
• Application support experience, including installation, configuration, testing, and troubleshooting
• Experience working within formal change‑management, testing, and deployment processes
• Experience with conference‑room/AV technologies
• Working knowledge of networking protocols, operating systems, and standards, with the ability to troubleshoot endpoint connectivity issues
• Experience working in an ITIL‑driven environment and knowledge of ITIL
• Experience creating and maintaining technical documentation, knowledge articles, procedures, and implementation documentation
• Deploy pre‑packaged software using automated deployment tools.
• Analyze new applications being deployed or considered.
• Design, develop, and install application enhancements and upgrades.

Additional Considerations

Preferred skills and experience would include:

• Experience administering and supporting Microsoft Intune and Microsoft Configuration Manager (SCCM/MECM)
• Experience with Windows Autopilot and enterprise Windows 11 provisioning and deployment
• Experience with Microsoft Entra ID, Active Directory, and Group Policy
• Working knowledge of PowerShell for endpoint administration, troubleshooting, automation, and remediation
• Experience with enterprise endpoint security technologies such as CrowdStrike
• Experience implementing or supporting Windows security baselines, security configuration standards, or STIGs
• Experience supporting Microsoft 365 applications and services
• Experience troubleshooting enterprise VPN and remote‑access technologies
• Experience supporting enterprise document‑management or legal applications, such as NetDocuments and Litera products
• Experience supporting enterprise printers/MFDs
• Experience participating in enterprise workstation refreshes, operating‑system upgrades, application rollouts, pilots, and other technology projects
• Experience supporting a government, legal, or similarly regulated enterprise environment
• Assist in software releases and rollouts using change‑management best practices.
• Evaluate, install, configure, and deploy new applications, system software, products, and enhancements throughout the agency.
• Collaborate in testing new software programs and applications.

Preferred Certifications:

• Microsoft 365 Certified: Endpoint Administrator Associate
• Other relevant Microsoft role‑based certifications in endpoint management, identity, security, Microsoft 365, or Windows administration

Contact Information

Name: OAG Recruitment

Phone: [phone]

Email: [e-mail]

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. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.