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Job Description
Customer Service Engineer Kavant Solutions Murfreesboro, TN Job Details Full-time 19 hours ago Qualifications Computer Science Bachelor's degree Computer hardware Computer networking IT Full Job Description Customer Service Engineer (CSE)
Location:
Alvin C. York VA Medical Center, 3400 Lebanon Rd, Murfreesboro, TN 37129
Program:
Department of Veterans Affairs (VA)•End User Operations (EUO),
Southeast Region Employment Type:
1099
Contractor Schedule:
Monday•Friday, 8:00 AM•4:30
PM Clearance Requirement:
Public Trust Job Overview We are seeking a dynamic and proactive Customer Service Engineer to support the Department of Veterans Affairs (VA) at the Alvin C. York VA Medical Center in Murfreesboro, Tennessee. This role focuses on providing comprehensive onsite and remote IT support to end users, responding to user requests, diagnosing technical issues, and delivering timely and effective solutions to ensure optimal system performance and customer satisfaction. In this role, you will work closely with technical teams and stakeholders to support the installation, maintenance, and troubleshooting of computer systems and equipment. You will assist with system administration tasks, manage service requests through ticketing systems, and contribute to maintaining accurate system documentation and logs. This position requires strong communication skills, problem-solving abilities, attention to detail, and the ability to work both independently and collaboratively in a dynamic healthcare environment. Duties and Responsibilities Support the Department of Veterans Affairs with the installation, maintenance, testing, and troubleshooting of computer systems and equipment to ensure optimal operation and user satisfaction. Provide remote and desk-side technical support by responding to IT support tickets, diagnosing issues, and performing repair activities on hardware and software components. Assist in setting up and maintaining user accounts, interfacing with software applications, compiling reports, and responding to customer requests. Support the maintenance of Active Directory and other system accounts, assist with connectivity and client applications, and contribute to the configuration and support of local and wide area network services. Monitor and manage incidents within the ServiceNow ticketing system to ensure adherence to established processes, identifying discrepancies and recommending corrective actions as needed. Utilize established debugging protocols and processes to troubleshoot and resolve technical issues reported by users. Facilitate equipment lifecycle activities, including deployments, returns, unboxing, inventory management, and verification. Perform routine system administration tasks and maintain accurate system administration logs and documentation. Collaborate with technical teams and stakeholders to ensure timely issue resolution and high-quality customer service delivery. Support a work environment that includes both sedentary and physical activities, including handling equipment and adhering to safety protocols. This may include navigating throughout medical center facilities to repair or replace equipment. Travel as needed to support surge capacity requirements, including temporary assignments that may require extended onsite support. Required Qualifications Bachelor's degree in Computer Science, Electronics Engineering, or another technical discipline. Eight (8) additional years of relevant experience may be substituted for the education requirement. Two (2) or more years of experience in IT technical support, help desk operations, or system administration. Experience troubleshooting hardware and software issues in a customer-facing environment. Strong communication, customer service, and problem-solving skills. Ability to perform physical tasks, including lifting up to 50 pounds and moving throughout work areas for extended periods. Ability to work independently and collaboratively within a team environment. Ability to obtain and maintain a Public Trust Clearance. Must be a U.S. Citizen or Green Card Holder. Preferred Qualifications Experience conducting routine system administration tasks and maintaining system administration logs. Knowledge of debugging protocols and troubleshooting methodologies. Familiarity with Active Directory, Microsoft Windows environments, and basic network services. Experience using ServiceNow or similar IT Service Management (ITSM) platforms. Proficiency with Microsoft Office Suite, including Excel, Word, and PowerPoint. Experience working in a federal government, Department of Veterans Affairs, or healthcare environment. Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications are a plus. Work Environment This position is performed onsite at the Alvin C. York VA Medical Center and requires direct interaction with clinical and administrative staff. The successful candidate must maintain a professional demeanor, provide exceptional customer service, and adhere to all applicable VA security, privacy, and safety requirements.
