Customer Service Engineer (System Administrator) (ESOM)

$59,010 - $67,995/Yr

It Concepts - Tomah, WI

Full-time - Mid Level

Tomah, WI

Professional, Scientific, and Technical Services

About the position

The Customer Service Engineer (System Administrator) role at IT Concepts involves providing comprehensive onsite and remote IT support to the Department of Veterans Affairs (VA) across various locations in the United States. The position requires a proactive approach to troubleshooting and resolving technical issues for over 340,000 VA employees and contractors, ensuring optimal operation of computer systems and user satisfaction. The role emphasizes teamwork, innovation, and a commitment to continuous improvement in delivering IT solutions.

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 report any 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.

Benefits

• Competitive Paid Time Off
• Medical, Dental and Vision Insurance
• Identity Theft Protection
• Legal Resources Coverage
• 401(k) plan
• Education reimbursement for certifications, degrees, or professional development
• Flexible work environment with opportunities for professional growth and networking
• Fun activities and events to foster team spirit and community involvement.