Customer Service Engineer

1 month ago


Asheville, North Carolina, United States IT Concepts Full time
Job Title: Customer Service Engineer

IT Concepts is seeking an experienced Customer Service Engineer to support our VA-ESOM- End Point Support and Operations Monitoring contract across the United States.

Job Summary

The Customer Service Engineer will provide technical support to our government customers, troubleshooting and resolving issues with computer systems and equipment. The ideal candidate will have a strong background in system administration, network infrastructure, and hardware and software troubleshooting.

Responsibilities
  • Provide technical support to government customers, troubleshooting and resolving issues with computer systems and equipment.
  • Conduct routine system administration tasks, including logging data in system admin logs.
  • 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.
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.
Benefits

IT Concepts offers a competitive benefits package, including medical, dental, and vision insurance, identity theft protection, legal resources coverage, and a 401(k) plan. We also offer education reimbursement for certifications, degrees, or professional development.

We are committed to fostering an inclusive workplace where all employees are treated with dignity, respect, and fairness. We encourage protected veterans to self-identify during the application process.



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