Onsite Support Customer Service Engineer

mks2technologies; Iron Mountain (MI); On-site; USD 65,000 - 90,000; Full time

Job summary

MKS2 Technologies, LLC in Iron Mountain, MI is seeking an On-Site Support Customer Service Engineer to support the Oscar G. Johnson VA Medical Center. This role centers on hands-on IT system administration, hardware installation, and reliable service delivery on a 100% onsite VA facility.

The successful candidate will perform routine IT tasks, coordinate with VA staff, and ensure compliance with credentialing and VA directives while maintaining high customer satisfaction.

Qualifications

• VA credentialing standards and PIV eligibility requirements must be understood.
• Non-U.S. nationals must meet U.S. residency requirement for 3 years.
• Compliance with VA vaccination directives if required.
• Familiarity with the eAPP background data collection process.

Responsibilities

• Install, configure, and troubleshoot IT systems for VA customers.
• Move and install IT equipment up to 50 pounds around the VA site.
• Diagnose hardware/software issues on site with customers; use ServiceNow.
• Image endpoints; perform adds/moves; manage desktops, laptops, printers, and mobile devices.
• Install OS patches and COTS software as directed.
• Provide user account support with elevated privileges when needed.
• Apply change orders for software installation and configuration.
• Analyze logs and system data to diagnose problems and reconfigure components.
• Monitor systems and advise on expansion or upgrades.
• Use SCOM to troubleshoot performance and deploy software.
• Inventory tasks including pagers and media sanitization/disposal.
• Regular audits to ensure utilization and compliance.

Skills

Customer service

System administration

IT support

Hardware troubleshooting

Tools

ServiceNow

SCOM

Log analysis

Job description

MKS2 Technologies, LLC, an award-winning high growth small business, creates innovative and customer-centric technology solutions in the areas of Cyber Security, Instructional Design and Training, Software Engineering and IT Support Services to improve the security and well-being of our clients. Our commitment to excellence and our "Mission First" orientation has resulted in steady growth and an expanding client base across government agencies. We have employees nationwide and for the past three consecutive years were named one of the fastest growing Veteran-owned companies in the nation. Please take a moment to browse through our website and learn more about what it means to serve with MKS2.

Role: Customer Service Engineer

LCAT: System Administrator

Location: Iron Mountain, MI

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.

Position Title : On‑Site Support Customer Service Engineer - Oscar G. Johnson VA Medical Center, Iron Mountain, MI

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 har