Responsibilities
- Provide technical support for government computer systems, including installation, maintenance, testing, and issue resolution to ensure reliable performance and user satisfaction.
- Deliver remote and in-person IT support by responding to service tickets and diagnosing hardware and software problems.
- Help configure and manage user accounts, integrate software applications, generate reports, and respond to user inquiries.
- Support Active Directory and system account management, assist with network connectivity, client applications, and configure local and wide area networks.
- Monitor incident tickets in VA’s ServiceNow system to ensure compliance with procedures and report discrepancies with recommended fixes for approval.
- Apply established debugging methods and troubleshooting procedures to identify and resolve technical issues.
- Diagnose customer-reported problems and implement timely corrective solutions.
- Manage equipment logistics including deployment, return processing, unboxing, inventory tracking, and verification.
Requirements
- Bachelor's degree in computer science, electronics engineering, or a related technical field; alternatively, eight years of relevant experience may substitute for formal education.
- Minimum of two years of experience in IT technical support, help desk operations, or system administration.
- Ability to meet specified physical demands of the role.
- Must be a U.S. citizen or permanent resident (Green card holder).
- Willingness and ability to obtain a Public Trust Suitability clearance.
- Compliance with updated identification documentation requirements as specified by GSA.
Nice to Have
- Experience performing routine system administration duties and maintaining system logs.
- Familiarity with various debugging protocols and diagnostic processes.
- Strong understanding of IT fundamentals, proficiency with Microsoft Office, and foundational knowledge of Windows system administration.
Benefits
- Paid time off
- Healthcare benefits
- Supplemental benefits
- 401k retirement plan with employer matching
- Discounts, rewards, and special perks
- Reimbursement for education, certifications, and professional development
- Virtual and in-person team events such as happy hours, holiday celebrations, wellness activities, and annual gatherings
- Opportunities to participate in charity events and galas
Work Arrangement
On-site
Other
- The role may require temporary surge capacity support during peak workloads, coordinated in advance and potentially involving up to two weeks of travel. Overtime is not permitted. Travel expenses are paid out-of-pocket and reimbursed weekly via expense reports. Per diem for meals and lodging follows GSA rates for overnight stays.
- This position supports the Veterans Health Administration (VHA), which enforces facility-specific vaccination and testing policies. Candidates may need to provide proof of current vaccinations such as COVID-19, Influenza, MMR, Hepatitis B, and Varicella, as well as tuberculosis testing. Accommodation requests are permitted with proper documentation.
- Applicants must be physically capable of lifting equipment up to 50 pounds and performing tasks involving bending, twisting, squatting, reaching, climbing, and crawling. The role also requires prolonged standing and movement throughout the work environment.
