Customer Service Engineer (System Administrator) (ESOM)

Full-time - Entry Level

San Antonio, TX

Professional, Scientific, and Technical Services

About the position

The Customer Service Engineer (System Administrator) at IT Concepts, Inc. is responsible for providing comprehensive onsite and remote support to IT customers across various VA Administrations. This role involves troubleshooting, maintaining, and optimizing computer systems and equipment to ensure user satisfaction and operational efficiency. The engineer will interact with end-users, diagnose issues, and implement solutions while adhering to safety protocols and maintaining system logs.

Responsibilities

• Support the Government with installing, maintaining, testing, and troubleshooting computer systems and equipment, ensuring optimal operation and user satisfaction.
• Assist in delivering remote and desk-side technical support, responding to IT support tickets, and performing diagnostic and repair activities on 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 maintaining Active Directory and other system accounts, support connectivity and client applications, and assist in configuring and supporting local and wide area network services.
• Monitor open tickets in VA's ServiceNow customer incident ticketing system to ensure adherence to business processes, and report discrepancies with proposed corrective actions for approval before implementation.
• Utilize debugging protocols and processes to 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 of 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.
• Willing and able to get a Public Trust Suitability clearance.

Benefits

• Paid time off
• Healthcare benefits
• Supplemental benefits
• 401k including an employer match
• Discount perks
• Education reimbursement for certifications, degrees, or professional development
• Flexibility for professional growth and networking
• Fun activities and events
• Charity galas/events support