Job description

The client is seeking a candidate who will 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.

The ideal candidate 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.

The ideal candidate will also supports and maintains in-house audio-visual conference room equipment. This includes operating and maintaining various electronic products while ensuring their optimal performance.

The ideal candidate 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 Fairfax, Roanoke, and Abington

•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 neede

•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

Job Types: Full-time, Contract, Temporary

Pay: $28.00 - $33.00 per hour

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Richmond, VA 23219: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Can you work on a W2 or 1099?
• What is your desired contract hourly rate?

Education:

• Bachelor's (Preferred)

Experience:

• Establish and enforce proper AV practices and procedures: 5 years (Preferred)
• Conduct research on end-user devices: 5 years (Preferred)
• Write technical specifications: 5 years (Preferred)
• Deploy pre-packaged software: 5 years (Preferred)
• Software releases and rollouts: 5 years (Preferred)
• Place orders for AV equipment and consumables: 5 years (Preferred)
• Inspect and verify all AV deliveries upon receipt.: 5 years (Preferred)

Work Location: In person

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