Customer Service Engineer

Location: Austin, TX

Description:

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 an 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
• Ability to install the electronic, hardware, and wiring components of audio-visual systems
• Experience working with help or service desk trouble ticket reporting systems preferred
• Excellent customer service and communications skills
• 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
• US Citizenship is required with the ability to obtain and maintain a Public Trust 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 of working under pressure, handling 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)

About HigherEchelon, Inc.

HigherEchelon, Inc. (HE) is a service-disabled veteran owned small business (SDVOSB) with offerings in Engineering, Gaming, Human Capital, Enterprise Technology, and Cyber Solutions. 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.