Desktop Engineer

Title: Desktop Engineer

State Role Title: Desktop Engineer

Hiring Range: Commensurate with experience

Pay Band: UG

Agency: Attorney General & Dept of Law

Location: Office of the Attorney General

Agency Website: www.oag.state.va.us

Recruitment Type: General Public - G

Job Duties

The End User Support team, which includes the Service Desk and Desktop Engineers, is the foundation of all other IT service management processes. Desktop Engineers are considered the face of IT due to their heavy personal involvement with assisting OAG employees with technical requests and concerns.

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.

Minimum Qualifications

• 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 enforce proper AV practices and procedures.

• Participate in evaluation of the asset management process.

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+.procedures.

Participate in evaluation of the asset management process.

Special Instructions

Kindly utilize the Virginia Jobs website (https://www.jobs.virginia.gov) to submit your application. Applications sent to the Help Personnel email address will not be reviewed for the hiring process. We do not entertain phone calls or emails inquiring about application status; instead, please login to the PageUp/RMS system for updates on your application's status.

Contact Information

Name: Human Resources

Phone: 804-786-2071

Email: helppersonnel@oag.state.va.us

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.