On-site Customer Service Engineer

Customer Service Engineer (Onsite Systems Administrator)

ESOM EUO On‑Site Support – Bath VA Medical Center

Location: Bath, NY (100% Onsite)
Project: ESOM – EUO Onsite Support
LCAT: System Administrator
Employment Type: Full-Time
Work Schedule: Daytime hours with potential evening and/or weekend support

Position Overview

We are seeking an experienced Customer Service Engineer / Systems Administrator to support the Department of Veterans Affairs (VA) at the Bath VA Medical Center. This role is 100% onsite and supports a mission‑critical environment providing hands-on IT support to VA staff.

As part of the ESOM EUO Onsite Support team, you will analyze system issues, troubleshoot hardware and software problems, and support end users across the VA campus while maintaining compliance with VA and federal IT standards.

Key Responsibilities

• Install, configure, maintain, test, and troubleshoot IT equipment and systems


• Provide onsite desktop and endpoint support, including desktops, laptops, printers, and mobile devices


• Perform imaging, provisioning, adds/moves/changes, and equipment refreshes


• Communicate directly with end users to diagnose and resolve hardware and software issues


• Track and document incidents, requests, and system changes using ServiceNow


• Install and manage operating system patches, upgrades, and COTS software


• Support user account management, including Elevated Privileges (EP) when required


• Utilize system administration tools and log data to diagnose and resolve issues


• Monitor systems to identify risks, performance issues, and improvement opportunities


• Use VA standard tools including Microsoft SCOM, scripting tools, and McAfee


• Perform inventory management, asset tracking, audits, and media sanitization


• Support printer deployment and repair


• Assist with cable management and server room maintenance as needed


• Transport IT equipment across a large VA campus as required

Physical Requirements

• Regularly lift, move, and install IT equipment weighing up to 50 lbs (or more with assistance)


• Frequently work under desks, in server closets, and throughout multiple buildings on campus

Required Experience & Qualifications

• Hands-on experience troubleshooting and maintaining a wide variety of systems and networks


• Experience supporting high‑volume and/or high‑availability environments


• Knowledge of system administration processes and debugging protocols


• Ability to troubleshoot customer-reported issues and implement corrective actions


• Experience logging system administration activities and changes


• Education & Experience Requirements:
  
  
  
  • High School Diploma or GED plus 8+ years of system administration experience
    OR
  
  
  • Bachelor’s degree in Computer Science, Electronics Engineering, or another technical discipline
  
  
  
  

Security & Compliance Requirements

• Must meet VA PIV (HSPD‑12) eligibility requirements


• Non‑U.S. nationals must have resided in the U.S. or U.S. territories for at least 3 continuous years


• Candidate must be REAL ID compliant

Additional Information

• This position supports a federal healthcare environment and requires a high level of professionalism and attention to detail


• Candidates should be comfortable working independently and as part of a team with minimal supervision