Customer Service Engineer

IT Support Specialist

Duties include performing installation, configuration, maintenance, testing, and troubleshooting tasks in support of IT customers. Frequently positioning self to set up and maintain computers and connect/pull cords from under desks and in server closets. Performing regular and repetitive unpacking, moving, and installation of IT equipment weighing up to 50 pounds (or greater with additional assistance). 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. Perform 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 client 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. Ability to work both independently and as part of a team to achieve successful results with minimal guidance.

Experience: 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. HS diploma or GED and 8+ years of experience with system administration or BS degree Computer Science, Electronics Engineering or other engineering or technical discipline.