Service Desk Engineer
Department of Accountability, Research & Technology

Pay Grade 17, Exempt
Full-Time, 12-Months

The Service Desk Engineer is focused on the design and creation of software platforms for use by the division, this position provides technical response and engineering to inquiries received by the Service Desk, identifies potential problems and coordinates troubleshooting activities with appropriate internal organizations to ensure effective product support and customer satisfaction. Analyzes the health of systems and the computing environment by proactively automating resolutions before events occur to the detainment of the division. Successfully distributes information in a standardized way, so all members of the Service Desk team share a common understanding of objectives, goals and metrics. Utilizing specialized systems, the Service Desk Engineer will automate software functionality and distribution to optimize computing performance.  Essential functions include, but are not limited to the following:

• Ensures incoming ACPS support calls are dealt with in a timely and effective manner.
• Prioritizes outstanding IT support calls and schedule in order of prioritization to the relevant Client Service Specialist.
• Analyzes and resolves urgent support calls when escalated by the Client Service Specialist.
• If required, undertakes the duties of the Lead Service Desk Engineer.
• Promotes good practice in the use of IT hardware and software.
• Provides advice and demonstrate use of software and hardware to end-users.
• Keeps all ACPS hardware safe and secure.
• Performs IT installations, configurations and troubleshoots computer hardware and software in accordance with DART Services standards.
• Performs system administration and support of IT Service Desk System.
• Provides feedback to Senior IT Staff regarding potential staff desktop training requirements.
• Participates in DART meetings / review meetings or locality site meetings and provide feedback as required. Create ad-hoc reports from Service Desk system as requested. Prepares and keeps any technical documentation current and accurate as requested.
• Maintains accurate/current knowledge of technologies and developments. This may involve attending seminars, training events, reading relevant journals and technical documentation.
• Requires a high level of understanding in the way applications are developed and function.
• Must be able to write complex code to ensure successful operation.
• Ability to potentially supervise up to two seasonal/temporary employees
• Performs various other activities as required

QUALIFICATIONS:  Requires graduation from an accredited college or university with a bachelor’s degree in Computer Science or related field with 5 years of related work experience; or an equivalent combination of experience and education. Requires appropriate A+ and hardware vendor certifications, Brand Relevant Certification 12 months after employment, Certification Tracks – A+, Network +, MCP, HDI, Apple Technical Support Certification and a valid VA Driver’s License.

Demonstrates computer logic abilities along with knowledge of productivity software, workstation OS, server OS; demonstrated abilities in oral and written communication skills; ability to work well with people. Should possess exceptional ability to work and perform under pressure; ability to work independently and self-motivated. Exhibit strong leadership attitude in support of projects, Department and School Division goals; and leading others in a team environment. Frequent need to explain educational and business functions to vendors/contractors and technology restraints to department managers. Ability to respond to immediate changes in work priorities. Requires excellent interpersonal and diagnostic skills. Must also have the skills required to supervise up to two seasonal/temporary employees in an effectively.

PHYSICAL CONDITIONS AND NATURE OF WORK CONTACTS:  Work is typically performed in an office, server room, classroom, or computer lab. Continuous ability to communicate by telephone is necessary. Regular use of computers, printers and other peripherals is necessary. Work includes regular handling of small fragile computer components and large components weighing up to 50 pounds. Frequent operation of vehicles for traveling to locations throughout the School Division is required. Regular contact is made with internal departments and senior persons at all levels of the School Division. Contacts are usually cooperative, however require tact and diplomacy. Necessary for external contacts with vendor companies and other IT agencies. Occasional need to perform urgent tasks to meet organizational deadlines. Frequent work activity after normal duty hours, and occasional weekend duties are necessary. Must be able to work in small closed areas without heat or air conditioning. Must be able to work with electrical and electronics equipment.

 
SALARY:   Hiring Range: $51,317 - $61,580
                 Internal candidates will receive pay adjustments in accordance with County School Board Policy, GCBA-R.

DEADLINE FOR APPLICATIONS:  Until Filled