Onsite Support Customer Service Engineer:Syracuse VAMC
About The Position
The Onsite Support Customer Service Engineer supports the Department of Veterans Affairs by analyzing network problem areas and opportunities for improvement. The role is located 100% onsite at VA facilities, including Medical Centers, in Syracuse, New York. Hours are during the day, with potential evening and/or weekend hours. The position provides onsite IT customer support, including installation, configuration, maintenance, testing, and troubleshooting of systems and equipment. The engineer provisions and supports endpoints and software, manages user accounts and assets, documents work in ServiceNow, monitors systems, and recommends improvements. The work involves moving and installing equipment, traveling around large VA campuses, and occasional cable removal in server rooms.
Requirements
- High school diploma or GED and 8+ years of experience in system administration, or a bachelor's degree in Computer Science, Electronics Engineering, or another engineering or technical discipline.
- Experience maintaining and troubleshooting a wide variety of systems and networks, including high-volume or high-availability systems.
- Knowledge of debugging protocols and processes.
- Experience conducting routine system-administration tasks and recording data in system-administration logs.
- Ability to troubleshoot customer-identified problems and issues and implement corrective actions.
- Ability to work onsite at VA facilities in Syracuse, New York; candidates must be local.
- Ability to position oneself to set up and maintain computers, including connecting or pulling cords under desks and in server closets.
- Ability to frequently traverse a large VA campus while transporting equipment.
Responsibilities
- Install, configure, maintain, test, and troubleshoot IT systems and equipment for customers.
- Diagnose and resolve customer hardware and software issues onsite, using ServiceNow; document system changes, problems, issues, and work tasks in the tool.
- Provision newly procured desktops, laptops, printers, and mobile devices; perform imaging, desktop support, and adds, moves, and changes.
- Install and remove operating-system patches as applicable, perform OS upgrades, and install commercially available off-the-shelf software.
- Provide user-account management support, including situations that may require Elevated Privileges.
- Install and configure software applications according to change-order instructions.
- Use log data and system-administration tools to diagnose hardware and software problems, repair systems, and reconfigure or replace defective components.
- Monitor and analyze assigned systems to identify risks and inadequacies and recommend expansion, enhancement, or revision.
- Use Microsoft System Center Operations Manager (SCOM) and related tools to troubleshoot performance issues and deploy software packages, including scripting, McAfee, and other VA-standard tools.
- Manage inventory, including pagers and equipment turn-ins; perform media sanitization and equipment disposal or turn-in.
- Audit systems and software for utilization, adequacy, and compliance with hardware and software site-license requirements.
- Perform general maintenance, printer deployment and repair, software installation, and equipment refreshes; occasionally remove old cables from server rooms as needed.
- Perform asset inventory, audits, tracking, administration, and reporting; maintain asset history and forecasting and automate asset-management processes as necessary.
- Move and install IT equipment weighing up to 50 pounds, or greater with additional assistance, and transport equipment around VA campus buildings.
- Work independently and as part of a team to achieve results with minimal guidance.
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What This Job Offers
Career Level
Mid Level
