Customer Service Engineer

Job Overview
We are seeking a dynamic and proactive Customer Service Engineer to support a large government agency in providing comprehensive onsite and remote IT support to end users. This role focuses on responding to user requests, diagnosing technical issues, and delivering timely and effective solutions to ensure optimal system performance and customer satisfaction.

In this role, you will work closely with technical teams and stakeholders to support the installation, maintenance, and troubleshooting of computer systems and equipment. You will assist with system administration tasks, manage service requests through ticketing systems, and contribute to maintaining accurate system documentation and logs. This position requires strong communication skills, problem-solving abilities, attention to detail, and the ability to work both independently and collaboratively in a dynamic environment.

Duties

• Support the government agency with the installation, maintenance, testing, and troubleshooting of computer systems and equipment to ensure optimal operation and user satisfaction.
• Provide remote and desk-side technical support by responding to IT support tickets, diagnosing issues, and performing repair activities on hardware and software components.
• Assist in setting up and maintaining user accounts, interfacing with software applications, compiling reports, and responding to customer requests.
• Support the maintenance of Active Directory and other system accounts, assist with connectivity and client applications, and contribute to the configuration and support of local and wide area network services.
• Monitor and manage incidents within the ServiceNow ticketing system to ensure adherence to established processes, identifying discrepancies and recommending corrective actions as needed.
• Utilize established debugging protocols and processes to troubleshoot and resolve technical issues reported by users.
• Facilitate equipment lifecycle activities, including deployments, returns, unboxing, inventory management, and verification.
• Perform routine system administration tasks and maintain accurate system administration logs and documentation.
• Collaborate with technical teams and stakeholders to ensure timely issue resolution and high-quality customer service delivery.
• Support a work environment that includes both sedentary and physical activities, including handling equipment and adhering to safety protocols. This may include navigating through facility space to repair equipment
• Travel as needed to support surge capacity requirements, including temporary assignments that may require extended onsite support.

Experience

Required

• Bachelor’s degree in computer science, electronics engineering, or another technical discipline.

(Eight additional years of relevant experience may substitute for the education requirement.)

• 2 years of experience in IT technical support, help desk operations, or system administration.
• Experience troubleshooting hardware and software issues in a customer-facing environment.
• Strong communication, customer service, and problem-solving skills.
• Ability to perform physical tasks, including lifting up to 50 pounds and moving throughout work areas for extended periods.
• Ability to work independently and collaboratively within a team environment.
• Ability to obtain and maintain a Public Trust Clearance.
• Must be a U.S. Citizen or Green Card Holder.

Preferred

• Experience conducting routine system administration tasks and maintaining system administration logs.
• Knowledge of debugging protocols and troubleshooting methodologies.
• Familiarity with Active Directory, Windows environments, and basic network services.
• Experience using ServiceNow or similar IT service management (ITSM) platforms.
• Proficiency with Microsoft Office Suite, including Excel, Word, and PowerPoint.
• Experience working in a government or healthcare environment.

Job Type: Full-time

Work Location: In person