Customer Service Engineer

Job TitleCustomer Service EngineerOverviewWe are seeking a dedicated Customer Service Engineer to support a large IT program for the Department of Veteran Affairs. In this role, you will be responsible for deploying, imaging, and setting up a variety of IT equipment across VA medical centers and offsite training locations. Your work will involve configuring hardware, troubleshooting issues, and providing excellent customer service to ensure smooth technology operations. This position offers the opportunity to work onsite in a dynamic environment, supporting critical healthcare infrastructure and making a meaningful impact.EducationPossession of either a Bachelor’s degree and a minimum of one (1) year of relevant professional experience, or a High School diploma/GED and a minimum of eight (8) years of relevant professional experience, is required.Clearance RequirementsThis role requires a Public Trust clearance, which necessitates U.S. citizenship or a Green Card. The ability to obtain and maintain this clearance is required for this opportunity.Work ArrangementThis is an on-site position at Veterans' Administration Medical Centers and offsite training locations. Work hours are primarily daytime, with potential evening and weekend hours as needed.ResponsibilitiesSupport the deployment, imaging, and setup of IT equipment including PCs, laptops, docking stations, monitors, printers, and scanners. Unbox, install, configure, and remove hardware with limited supervision. Re-package hardware for shipment and setup equipment at various training sites. Transport equipment around the site campus, often lifting up to 50 pounds and moving pallets of IT gear. Troubleshoot hardware and software issues, perform hardware break-fix support, and assist with system upgrades and refresh projects. Maintain detailed logs of system administration tasks and troubleshooting activities. Support high availability systems and network troubleshooting. Provide excellent customer service to end-users and team members. Required QualificationsMinimum of 1-year experience in imaging and installing computer equipment. Ability to unpack, move, and install IT equipment weighing up to 50 pounds. Personal transportation available during work hours. Experience with hardware and software support, troubleshooting, system imaging, and hardware break-fix support. Familiarity with conducting routine system administration tasks and logging data. Knowledge of troubleshooting a variety of systems and networks, including high availability systems. Strong customer service skills. HS diploma or GED and 8 years of professional experience in lieu of a degree, or 1 year of relevant experience. Desired SkillsExperience with the ServiceNow ticketing system. Prior experience working with the VA or in similar government environments. Knowledge of debugging protocols and processes. Ability to work independently and adapt to a fast-paced environment.