TECHNICAL SUPPORT ENGINEER II

Illustrative Examples of Work Performed

Duties and responsibilities include but are not limited to:

• Troubleshoot and implement fixes and workarounds for PC’s, laptops, and other mobile devices to enable clients to effectively operate.
• Training and assisting end users in the use of Microsoft Office 365 and OS and other technology.
• Maintain an accurate and current asset inventory tracking database to include desktops, laptops, surfaces, IP phones and other technology components.
• Perform data file conversions and archiving of data as needed.
• Advise and support the Director of Information Technology in the planning and implementation of solutions for short and long-term computing requirements.
• Coordinate directly with various state agencies and vendors regarding hardware and software service and repair requirements.
• Assist in troubleshooting and resolving issues with web-based connection issues to other agencies.
• Provide technical support and documentation on IT-related projects.
• Create and execute system testing and provide end user follow up where system changes are implemented.
• Respond to help desk requests.
• Provide first level support for all facets of IT; Network, Telephone, and Wireless.
• Create, deploy and maintain PC images and Software Distribution packages. Create a procedure and knowledge base, ensure that it is maintained with complete and accurate information.
• Provide support for emergent Windows desktop issues, be adaptable and well versed in all areas of Windows systems administration.
• Work in other functional areas to cover absences or relief to equalize peak work periods or otherwise to balance the workload.

Required Qualifications for Appointment

Qualifications:

• Work experience equivalent to or a Degree in Computer Science or related field preferred.
• Network+ or ITIL v3 Foundations strongly preferred.
• Must have good understanding of networks and IP and LAN protocols.
• Excellent PC/network troubleshooting skills with computer hardware, software, and interoperability problems.
• Must be proficient with Microsoft Office 365 and Microsoft Visio for application documentation.
• Experience with 2Factor Authentication Technologies, Linux is a plus.
• Basic Android/iPhone/iPad support experience.
• Ability to analyze information, formulate work plans, prepare written materials and articulate goals and action plans.
• Excellent customer service and telephone skills, with responsibility for supporting multiple applications and network environments.
• Must be able to independently learn and implement new technologies by utilizing readily available resources (install guides, white papers, internet resources, etc.).
• On-Call rotation: must be available on nights, weekends, and holidays to support a 24x7 environment which may include onsite operations at times. Confident, self-starting, and goal oriented.

Supplemental Information

RHODE ISLAND OFFICE OF THE ATTORNEY GENERAL

TECHNICAL SUPPORT ENGINEER II

DEPARTMENT OF INFORMATION TECHNOLOGY

PAY GRADE 8728 ($77,143 - $87,244)

August 25, 2025 – September 9, 2025

About the Office of the Attorney General: The Attorney General is the state’s top lawyer and law enforcement official, protecting and serving the people and interests of Rhode Island through a broad range of duties. Every day, the Office’s attorneys fight to ensure the public safety of the state’s communities, improve the economic security of its citizens, safeguard the state’s spectacular natural resources, and restore the public’s trust in government. Assistant and Special Assistant Attorneys General represent the people of Rhode Island in civil and criminal matters before trial courts, appellate courts, and the supreme courts of Rhode Island and the United States. The Office is unique among attorneys general offices across the country. Out of fifty states, only two other offices share the same broad criminal mission. The Office’s attorneys prosecute complex and violent crimes but also functionally serve as one of the nation’s largest district attorney’s offices, prosecuting all felonies throughout the state.

The Technical Support Engineer position will play an integral role supporting the main office in Providence and eight satellite offices. This position manages, supports, optimizes, and evolves the Windows environment, including the Active Directory domain and all Windows based PCs, laptops and mobile devices.

How to Apply: Applicants should email or mail (1) a cover letter summarizing why you are interested and describing the skills and abilities you possess that will enable you to succeed in this position, (2) resume, and (3) a list of three references to:

Aida Gomez

Director of Administration

Office of the Attorney General

150 South Main Street, Providence, RI 02903

Agomez@riag.ri.gov

Equal Opportunity Employer: The Attorney General’s Office is stronger, more credible, and more capable when its employees bring diverse backgrounds, cultures, and perspectives to their work. The Office encourages all qualified applicants from all ethnic and racial backgrounds, veterans, LGBTQ individuals, and persons with disabilities to apply.

All qualified applicants will receive consideration without regard to race, color, sex, religion, sexual orientation, gender identity or expression, age, national origin, disability, or covered veteran status.

Other Information: Finalists will be subject to a full background investigation including reference checks. All offers of employment are contingent upon successful completion of the background investigation.