Customer Service Engineer FSC

Customer Service Engineer

Location: Austin, TX / Hybrid

Seeking a highly motivated Customer Service Engineer for a Veterans Affairs Financial Service Center (FSC) project in Austin, TX.

The Customer Service Engineer will be required to respond to end-user requests for assistance in the operation and functionality of their computing systems, peripheral and other devices. The candidate must be able to assist the user in the use of existing manuals and non-scripted or automated system responses in clearing Tier 1 and Tier 2 trouble tickets. The candidate must be able to effectively interact with the user and be able to refer ongoing or unresolved issues to the appropriate technical, analysis, assurance, or engineering support team. The candidate must possess effective communication skills, have attention to detail, and be willing to work as part of an integrated team consisting of both Government and contractor personnel.

Job Responsibilities:

Provide excellent customer service experience

Ability to work in a team environment

Provide technical assistance with computer software

Perform both Hardware and software installation, configurations, and updates

Knowledge of Windows 10 and MS Office Suite 365 including Microsoft Teams

Provide routine IT customer support in maintaining computing systems, printers, and other peripherals

Ability to multi-task

Analyze and report on daily ticket resolution to a 95% weekly ticket closure rate

Troubleshooting of basic IT services as needed and assisting customers with reported issues

Daily use of ticketing system

Deals with a wide range of hardware and network technology issues in a high-volume, fast paced environment

Responsible for all assigned trouble tickets from creation to resolution

Required Skills:

Experience providing IT support to end-user communities in a hybrid on site & remote work environment

Experience working with help or service desk trouble ticket reporting systems preferred

Excellent customer service and communications skills required

Experience with Windows 10 and MS Office Suite including Microsoft Teams

Customer Service Skills

Ability to take initiative

Excellent attention to detail

Ability to learn quickly

Demonstrable troubleshooting and problem resolution skills for hardware and software

Creating and updating processes and procedures

Must be able to obtain a VA Clearance

Desired Skills:

Strong verbal and written communication skills.

Attention to detail and excellent customer service.

Ability to work well in a team environment.

Capable to work under pressure, handle multiple tasks simultaneously.

Experience providing services to the federal government and/or the Dept. of Veterans Affairs is preferred

Education and Experience:

Bachelor's degree in information systems/Technology, or other analytical or technical discipline preferred. (8-years of relevant experience may be substituted for education)

#CJ

#dice

About HigherEchelon, Inc.

HigherEchelon, Inc. (HE) is a service-disabled veteran-owned small business (SDVOSB) organizational performance consulting firm with offerings in Engineering, Gaming & Simulation, Cyber Training, Salesforce, Enterprise Technology, and Human Capital. HigherEchelon aims to be the premier trusted partner in organizational excellence and achieves this through sustained investment in talent and the employee experience. HigherEchelon puts the employee first to better serve customer needs and sustain excellence.

HigherEchelon offers competitive full-time benefits including paid vacation and holidays, 401(k) matching, full health/dental/vision coverage, plus much more. For on-site and remote employees, flexible work schedules are offered when authorized.

By joining our team, you are choosing to embark on a journey towards excellence as a valued team member and trusted partner. We appreciate your inquiry and look forward to discussing the opportunity further.

EOE/Minorities/Females/Veterans/Disabled:

HigherEchelon, Inc. is an Equal Employment Opportunity employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in its job application procedures.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, citizenship, ancestry, marital status, protected veteran status, disability status or any other status protected by federal, state, or local law. HigherEchelon, Inc. participates in E-Verify.

About HigherEchelon, Inc.

HigherEchelon, Inc. (HE) is a service-disabled veteran-owned small business (SDVOSB) organizational performance consulting firm with offerings in Engineering, Gaming & Simulation, Cyber Training, Salesforce, Enterprise Technology, and Human Capital. HigherEchelon aims to be the premier trusted partner in organizational excellence and achieves this through sustained investment in talent and the employee experience. HigherEchelon puts the employee first to better serve customer needs and sustain excellence.

HigherEchelon offers competitive full-time benefits including paid vacation and holidays, 401(k) matching, full health/dental/vision coverage, plus much more. For on-site and remote employees, flexible work schedules are offered when authorized.

By joining our team, you are choosing to embark on a journey towards excellence as a valued team member and trusted partner. We appreciate your inquiry and look forward to discussing the opportunity further.

EOE/Minorities/Females/Veterans/Disabled:

HigherEchelon, Inc. is an Equal Employment Opportunity employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in its job application procedures.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, citizenship, ancestry, marital status, protected veteran status, disability status or any other status protected by federal, state, or local law. HigherEchelon, Inc. participates in E-Verify.