Position Summary

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.

Duties:

  • 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

Requirements: 

  • Bachelor’s degree in information systems/Technology, or other analytical or technical discipline preferred.
  • 8-years of relevant experience may be substituted for education
  • Ability to obtain a VA MBI security clearance
  • Must be located in Austin, TX, and willing to go into an office up to 50% of the time
  • 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

Cognitive Medical Systems is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected.