Customer Service Engineer
Location: Austin, TX / Hybrid
Seeking a highly motivated Customer Service Engineer for a Veterans Affairs Financial Service Center (FSC) project in Austin, TX.
The Customer Service Engineer will be required to respond to end-user requests for assistance in the operation and functionality of their computing systems, peripheral and other devices. The candidate must be able to assist the user in the use of existing manuals and non-scripted or automated system responses in clearing Tier 1 and Tier 2 trouble tickets. The candidate must be able to effectively interact with the user and be able to refer ongoing or unresolved issues to the appropriate technical, analysis, assurance, or engineering support team. The candidate must possess effective communication skills, have attention to detail, and be willing to work as part of an integrated team consisting of both Government and contractor personnel.
Job Responsibilities:
Provide excellent customer service experience
Ability to work in a team environment
Provide technical assistance with computer software
Perform both Hardware and software installation, configurations, and updates
Knowledge of Windows 10 and MS Office Suite 365 including Microsoft Teams
Provide routine IT customer support in maintaining computing systems, printers, and other peripherals
Ability to multi-task
Analyze and report on daily ticket resolution to a 95% weekly ticket closure rate
Troubleshooting of basic IT services as needed and assisting customers with reported issues
Daily use of ticketing system
Deals with a wide range of hardware and network technology issues in a high-volume, fast paced environment
Responsible for all assigned trouble tickets from creation to resolution
Required Skills:
Experience providing IT support to end-user communities in a hybrid on site & remote work environment
Experience working with help or service desk trouble ticket reporting systems preferred
Excellent customer service and communications skills required
Experience with Windows 10 and MS Office Suite including Microsoft Teams
Customer Service Skills
Ability to take initiative
Excellent attention to detail
Ability to learn quickly
Demonstrable troubleshooting and problem resolution skills for hardware and software
Creating and updating processes and procedures
Must be able to obtain a VA Clearance
Desired Skills:
Strong verbal and written communication skills.
Attention to detail and excellent customer service.
Ability to work well in a team environment.
Capable to work under pressure, handle multiple tasks simultaneously.
Experience providing services to the federal government and/or the Dept. of Veterans Affairs is preferred
Education and Experience:
Bachelor's degree in information systems/Technology, or other analytical or technical discipline preferred. (8-years of relevant experience may be substituted for education)
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About HigherEchelon, Inc.
HigherEchelon, Inc. (HE) is a service-disabled veteran-owned small business (SDVOSB) organizational performance consulting firm with offerings in Engineering, Gaming & Simulation, Cyber Training, Salesforce, Enterprise Technology, and Human Capital. HigherEchelon aims to be the premier trusted partner in organizational excellence and achieves this through sustained investment in talent and the employee experience. HigherEchelon puts the employee first to better serve customer needs and sustain excellence.
HigherEchelon offers competitive full-time benefits including paid vacation and holidays, 401(k) matching, full health/dental/vision coverage, plus much more. For on-site and remote employees, flexible work schedules are offered when authorized.
By joining our team, you are choosing to embark on a journey towards excellence as a valued team member and trusted partner. We appreciate your inquiry and look forward to discussing the opportunity further.
EOE/Minorities/Females/Veterans/Disabled:
HigherEchelon, Inc. is an Equal Employment Opportunity employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in its job application procedures.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, citizenship, ancestry, marital status, protected veteran status, disability status or any other status protected by federal, state, or local law. HigherEchelon, Inc. participates in E-Verify.
About HigherEchelon, Inc.
HigherEchelon, Inc. (HE) is a service-disabled veteran-owned small business (SDVOSB) organizational performance consulting firm with offerings in Engineering, Gaming & Simulation, Cyber Training, Salesforce, Enterprise Technology, and Human Capital. HigherEchelon aims to be the premier trusted partner in organizational excellence and achieves this through sustained investment in talent and the employee experience. HigherEchelon puts the employee first to better serve customer needs and sustain excellence.
HigherEchelon offers competitive full-time benefits including paid vacation and holidays, 401(k) matching, full health/dental/vision coverage, plus much more. For on-site and remote employees, flexible work schedules are offered when authorized.
By joining our team, you are choosing to embark on a journey towards excellence as a valued team member and trusted partner. We appreciate your inquiry and look forward to discussing the opportunity further.
EOE/Minorities/Females/Veterans/Disabled:
HigherEchelon, Inc. is an Equal Employment Opportunity employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in its job application procedures.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, citizenship, ancestry, marital status, protected veteran status, disability status or any other status protected by federal, state, or local law. HigherEchelon, Inc. participates in E-Verify.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: 90832636
- Position Id: 006Qr00000k6DmUIAU
- Posted 30+ days ago
