Onsite Support Customer Service Engineer

Role: Customer Service Engineer

LCAT: System Administrator   

Location: Augusta, GA - Norwood VAMC

Requirements of the VA:

• In accordance with the Credentialing Standards Procedures document was issued on December 15, 2020 by OPM, ensure the candidate meets the Personal Identify Verification (PIV) eligibility determinations. Specifically, for a Non-U.S. National, they must meet the U.S. residency requirement to live within U.S. Based Locations or U.S. Territories for a minimum of 3 continuous years. These procedures will be used by Departments and Agencies, along with previously issued guidance and standards from the Unites States Office of Personnel Management (OPM), in issuing, suspending, or revoking eligibility for Homeland Security Presidential Directive 12 (HSPD-12) PIV credentials to their employees and contractor personnel, including those who are non-United States citizens.


• Please also ensure the candidate is compliant with all VHA directives for vaccination, if required.


• Ensure candidate understands the VA investigation process requires filling out eAPP which includes personal information, residences, and contacts that could be interviewed by an investigator to verify their information and background. Tell them to start gathering that information including past supervisor names/numbers to help them be prepared to complete.

NOTE: 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.

As an onsite Systems Administrator on our project, you will be supporting the Department of Veterans Affairs.  You'll analyze problem areas and opportunities for improvement in this mission critical network.

This position is located 100% onsite at the Veterans Administration facilities, including Medical Centers, with daytime hours and potential for evening and/or weekend hours.

 Duties include:

• 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.  

 Experience:

• 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.