Customer Service Engineer

3 weeks ago

Honolulu, United States IT Concepts Full time

Founded in 2003, IT Concepts’ core values – customer-centricity, teamwork, driven to deliver, innovation, and integrity – ensure we work together to be the best, realize objectives, and make a positive impact in our communities. We intentionally created and sustain our ITC culture that embraces change, experimentation, continuous learning, and improvement. We bring our design thinking problem-solving approach that challenges assumptions, prioritizes curiosity, and invites complexity to deliver innovative, efficient, and practical solutions. As we continue to grow in the support of our government customers, we are looking for driven and innovative individuals to join our team. IT Concepts, Inc. (ITC) is seeking an experienced Customer Service Engineer (System Administrator) to support our VA-ESOM- End Point Support and Operations Monitoring contract across the United States. The VA is responsible for providing comprehensive onsite and remote support to IT customers across all VA Administrations and special program offices, including direct support of over 340,000 VA employees and thousands of contractors who use government-furnished IT equipment and infrastructure. A Customer Service Engineer is able to quickly respond to end user requests for assistance when existing manuals and scripted responses are not sufficient to meet user needs. Must be able to interact with customers and diagnose problems and lead customers through the necessary steps to correct their issues. Must have experience in conducting routine system administration tasks and logging data in system admin logs. Responsibilities: 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. Troubleshoot problems and issues identified by customers and implement corrective actions quickly. Locations: Spark M. Matsunaga VA Medical Center / Daniel Kahikina Akaka VA Clinic Salary Range: $32.69/hr - $36.32/hr Minimum 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. How to Apply: To apply to IT Concept Positions- Please click on the: “Apply for this Job” button at the bottom of this Job Description or the button at the top: “Application.” Please upload your resume and complete all the application steps. You must submit the application for IT Concepts to consider you for a position. If you need alternative application methods, please email careers@useitc.com and request assistance. #J-18808-Ljbffr

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