Desktop Engineer, Information Technology Section

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

• Able to support a variety of devices at our primary office and remote locations that include Hampton Roads, Fairfax, Roanoke, and Abingdon.
• Aid in developing long-term strategies and capacity planning for meeting future end-user device needs.
• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
• Alert management to emerging trends in incidents.
• Aid 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.
• Deploy pre-packaged software as needed using automated deployment tools.
• Assist in software releases and rollouts according to change management best practices.
• 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.
• 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.
• 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.
• Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports.
• Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents.
• Test fixes to ensure problem has been adequately resolved.
• 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.
• 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.
• 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.
• 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

• Hands-on hardware troubleshooting experience.
• Strong documentation skills.
• Experience with asset management.
• Excellent technical knowledge of PC internal components.
• Working technical knowledge of current protocols, operating systems, and standards.
• Able 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.

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+.