On-Site Support Customer Service Engineer

Duties

• Performing installation, configuration, maintenance, testing and troubleshooting tasks in support of the IT customers.
• Frequently positioning self to set up and maintain computers and connect/pull cords from under desks and in server closets.
• Frequently traversing around large VA site campus while transporting equipment to various office buildings.
• Communicating directly with customers on site to diagnose and resolve customer related hardware/software issues utilizing the Service Now tool.
• Track and document all system changes, problems, issues, and work tasks within Service Now.
• Provisioning of newly procured endpoints to include desktops, laptops, printers, and mobile devices.
• Performing imaging, desktop support, adds/moves and changes.
• Installing OS Patch installation/patch removal (if applicable), OS upgrades and Commercially Available Off-the-Shelf (COTS) software.
• Providing user management account support where Elevated Privileges (EP) may be required.
• Performing software application installation and configuration based on change order instructions.
• Utilizing log data and system administration tools to diagnose system hardware and software problems, repair, and re-configure or replace defective system components as indicated.
• Performing system monitoring and analysis on assigned systems to discover risks and inadequacies, and provide recommendations on the need for expansion, enhancement, or revision.
• Utilizing Microsoft System Center Operations Manager (SCOM) and SCOM tools to troubleshoot performance issues and deploy software packages, to include Scripting, McAfee, and other VA standard tools.
• Performing inventory functions to include managing pagers and turn-ins including performing media sanitization, disposal and/or turn in of equipment.
• Performing routine audits of systems and software to determine utilization and adequacy for demand, and compliance with current hardware and software site license regulations and requirements.
• Performing general maintenance activities, printer deployment/repair, software installations, and equipment refreshes.
• May include occasionally pulling old cables from server room as needed.
• Performing asset management to include asset inventory, audit and tracking, asset administration and reporting, integrated IT asset portfolio, and history and forecasting, automating the asset management process, as necessary.

Qualifications

• Ability to work both independently and as part of a team to achieve successful results with minimal guidance.
• Experience in maintaining troubleshooting a wide variety of systems and networks to include high volume/high availability systems.
• Must have knowledge of debugging protocols and processes.
• Experience with conducting routine system administration tasks and logging data in system admin logs.
• Experience with maintaining troubleshooting a wide variety of systems and networks, including high volume or high availability systems.
• Knowledge of debugging protocols and processes.
• Ability to troubleshoot problems and issues identified by customers and implement corrective actions.

Skills

• support analysts
• troubleshooting
• configuration management