Customer Service Engineer (VA ESOM) with Security Clearance

About the role

The VA-ESOM- End Point Support and Operations Monitoring contract requires comprehensive onsite and remote support to IT customers across various VA Administrations and special program offices. The Customer Service Engineer will support these operations, interacting with customers, diagnosing problems, and leading them through necessary steps to resolve issues.

Responsibilities

• Support the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment, ensuring optimal operation and user satisfaction.
• Aid in setting up and maintaining user accounts, interfacing with other software applications, compiling reports, and responding to customer requests.
• Maintain 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 discrepancies with proposed corrective actions for approval.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Handle demanding tasks such as lifting equipment up to 50 pounds and navigating through facility spaces to access and repair equipment.
• Stand and move throughout the work area for prolonged periods.

Qualifications

• Bachelor's degree in computer science, electronics engineering, or other engineering or technical discipline or 8 years of relevant experience.
• 2+ years of experience in IT Technical Support, Help Desk, or System Administration.
• 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.
• Clearance requirement: US Citizen or Green card holder, willing and able to get a Public Trust Suitability clearance.
• Health Requirements: Proof of current vaccinations and testing, as per the Department of Veterans Affairs facility-specific requirements.

Benefits

We offer a competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k with an employer match, discount perks, rewards, and more. We also provide education reimbursement for certifications, degrees, or professional development, and support continuous professional development through flexible learning opportunities.