Remote Customer Service Engineer, System Administrator

Summary

Join IT Concepts, a company with a strong culture of teamwork and innovation, as a Customer Service Engineer (System Administrator). You will provide comprehensive onsite and remote IT support to VA employees and contractors across the United States. This role requires experience in system administration, troubleshooting, and customer interaction. Responsibilities include installing, maintaining, and troubleshooting computer systems, providing technical support, and managing user accounts. The position requires a Bachelor's degree or equivalent experience, along with relevant experience in system administration. IT Concepts offers a competitive benefits package, including paid time off, healthcare, 401k matching, and professional development opportunities.

Requirements

• Bachelor's degree in computer science, electronics engineering or other engineering or technical discipline
• 2+ years of relevant Experience
• Experience in conducting routine system administration tasks and logging data in system admin logs
• Knowledge on a number of debugging protocols and processes
• Adept knowledge in IT principles and practices, proficiency with Microsoft Office applications, and a basic understanding of system administration in a Windows environment
• Possessing the physical capability to handle demanding tasks such as lifting equipment up to 50 pounds and navigating through facility spaces to access and repair equipment
• Clearance requirement
• US Citizen or Green card holder
• Willing and able to get a Public Trust Suitability clearance

Responsibilities

• Support the Government with installing, maintaining, testing, and troubleshooting computer systems and equipment, ensuring optimal operation and user satisfaction
• Assist in delivering remote and desk-side technical support, responding to IT support tickets, and performing diagnostic and repair activities on hardware and software components
• Assist in setting up and maintaining user accounts, interfacing with other software applications, compiling reports, and responding to customer requests
• Assist in maintaining Active Directory and other system accounts, support connectivity and client applications, and assist in configuring and supporting local and wide area network services
• Monitor open tickets in VA’s ServiceNow customer incident ticketing system to ensure adherence to business processes, and any discrepancies identified shall be reported with proposed corrective actions for approval before implementation
• Utilize debugging protocols and processes
• Troubleshoot problems and issues identified by customers and implement corrective actions quickly

Preferred Qualifications

8 years of additional relevant experience may be substituted for education

Benefits

• Paid time off
• Healthcare benefits
• Supplemental benefits
• 401k including an employer match
• Discount perks
• Rewards
• Education reimbursement for certifications, degrees, or professional development
• Funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations