Customer Service Engineer (System Administrator) (ESOM)
Position Description:
- Support the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment, ensuring optimal operation and user satisfaction.
- Assist in delivering both remote and desk-side technical support, responding to IT support tickets, and performing diagnostic and repair activities on both hardware and software components.
- Assist in setting up and maintaining user accounts, interfacing with other software applications, compiling reports, and responding to customer requests.
- Assist in the maintenance of Active Directory and other system accounts, support connectivity and client applications, and assist in the configuration and support of local and wide area network services.
- Monitor open tickets in VA’s ServiceNow customer incident ticketing system to ensure adherence to business processes, and any discrepancies identified shall be reported with proposed corrective actions for approval before implementation.
- The work environment involves both sedentary and active elements, requiring careful handling of electronic components and adherence to safety precautions to prevent injuries or equipment damage.
- Utilize debugging protocols and processes.
- Troubleshoot problems and issues identified by customers and implement corrective actions quickly.
Requirements
- Bachelor's degree in computer science, electronics engineering or other engineering or technical discipline
- 2+ years of relevant Experience
- 8 years of additional relevant experience may be substituted for education
- Experience in conducting routine system administration tasks and logging data in system admin logs
- Knowledge on a number of debugging protocols and processes
- Adept knowledge in IT principles and practices, proficiency with Microsoft Office applications, and a basic understanding of system administration in a Windows environment
- Possessing the physical capability to handle demanding tasks such as lifting equipment up to 50 pounds and navigating through facility spaces to access and repair equipment.
Clearance requirement:
- US Citizen or Green card holder
- Willing and able to get a Public Trust Suitability clearance