Customer Service Engineer (System Administrator) (ESOM)

It Concepts - Atlanta, GA

Full-time - Entry Level

Atlanta, GA

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 directly with end users to diagnose issues and implement solutions, while also performing routine system administration tasks.

Responsibilities

• Support the installation, maintenance, testing, and troubleshooting of computer systems and equipment.
• Deliver remote and desk-side technical support, responding to IT support tickets and performing diagnostic and repair activities.
• Set up and maintain user accounts, interface with software applications, compile reports, and respond to customer requests.
• Maintain Active Directory and other system accounts, support connectivity and client applications, and assist in network services configuration.
• Monitor open tickets in VA's ServiceNow system, ensuring adherence to business processes and reporting discrepancies with proposed corrective actions.
• Utilize debugging protocols and processes to troubleshoot customer issues and implement corrective actions.

Requirements

• Bachelor's degree in computer science, electronics engineering, or other technical discipline.
• 2+ years of relevant experience, with 8 years of additional relevant experience substitutable for education.
• Experience in conducting routine system administration tasks and logging data in system admin logs.
• Knowledge of debugging protocols and processes.
• Adept knowledge in IT principles and practices, proficiency with Microsoft Office applications, and basic understanding of system administration in a Windows environment.
• Physical capability to handle tasks such as lifting equipment up to 50 pounds.

Nice-to-haves

• Experience with government IT support environments.
• Familiarity with VA systems and processes.

Benefits

• Competitive Paid Time Off
• Medical, Dental and Vision Insurance
• Identity Theft Protection
• Legal Resources Coverage
• 401(k) with company matching and no vesting period
• Education reimbursement for certifications and degrees
• Flexible work environment with opportunities for professional growth
• Fun team-building activities and events
• Commitment to community involvement and charity events