Customer Service Engineer

Overview
We are seeking an IT Support Specialist to support a large IT program for the Department of Veteran Affairs. The role involves supporting the VA with PC deployment, imaging, and setup activities across medical center campuses and offsite training centers. It combines technical skills with customer service to ensure smooth hardware deployment and support in a healthcare environment. The position requires onsite work at Veterans' Administration Medical Centers and training locations, with potential evening and weekend hours.

Education & Certification Requirements
A bachelor's degree in a STEM field is preferred; however, candidates with a high school diploma or GED and at least eight years of professional experience in IT or related fields are also eligible.

Clearance Requirements
Public Trust

Onsite Requirements
On-Site at Veterans' Administration Medical Centers and offsite training centers.

Responsibilities

• Deploy, image, and set up hardware including PCs, laptops, monitors, printers, scanners, and network connections.
• Unbox, install, configure, and remove equipment with limited supervision.
• Re-pack hardware for shipment and set up equipment at various training sites.
• Transport IT equipment around the site campus, moving pallets weighing up to 50 pounds as needed.
• Troubleshoot hardware and software issues, support break-fix activities, system imaging, upgrades, and deployments.
• Conduct routine system administrative tasks and document troubleshooting activities.
• Support hardware support and user service activities in a high-availability environment.
• Maintain and troubleshoot various systems and network connectivity across multiple locations.
• Work independently while providing excellent customer service.

Qualifications

• Minimum of one year experience in imaging and installing computer equipment.
• Ability to move, unpack, and install hardware weighing up to 50 pounds.
• Valid personal transportation during work hours.
• Experience supporting hardware and software troubleshooting, imaging, and deployment projects.
• Familiarity with system administration logs and troubleshooting protocols.
• Knowledge of network systems and support for high-availability environments.
• High school diploma or GED and 8 years of professional experience, or a bachelor’s degree in IT, CS, EE, IS with 1 year of experience.
• Ability to perform physical activities including stooping, crouching, reaching, and pulling cords in various settings.

Desired Skills

• Experience with ServiceNow ticketing system.
• Additional experience supporting VA or healthcare IT environments.