Customer Service Engineer

MKS2 Technologies•Biloxi, MS

14h•Onsite

About The Position

MKS2 Technologies, LLC is seeking a Customer Service Engineer / System Administrator to support the Department of Veterans Affairs at the Biloxi VA Medical Center in Biloxi, MS. This role involves analyzing problem areas and opportunities for improvement in a mission-critical network. The position is 100% onsite with daytime hours and potential for evening and/or weekend hours. The role requires performing installation, configuration, maintenance, testing, and troubleshooting of IT systems, including hardware and software. Responsibilities include provisioning new endpoints, performing imaging, desktop support, OS and software installations, user account management, and utilizing tools like Service Now and Microsoft SCOM. The role also involves inventory management, asset management, and performing routine audits.

Requirements

Must have a valid REAL ID OR PASSPORT
US CITIZENSHIP REQUIRED
8+ years of IT experience OR a Bachelor's degree in STEM
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.

Nice To Haves

Travel is estimated up to an average of 2 weeks every 6 months.
Notification will be given an estimated 3-4 weeks prior to the travel dates.
Travel will be for 5 days, including travel days except on occasion where there may be two weeks at a site, with over the weekend stay as an option.
Travel is in support of the VA's Surge Support requirements.

Responsibilities

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.
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 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.
Ability to work both independently and as part of a team to achieve successful results with minimal guidance.