
IT Service Support Engineer
On-site
Full Time
#Technology
#Windows
#Microsoft Office
#Visio
#SharePoint
#Imaging
#Software
#Troubleshooting
We are looking for a dedicated IT Service Support Engineer to join our team at the Veterans Administration Acquisition Academy in Frederick, Maryland. In this full-time, on-site role, you will provide essential tier 1 and tier 2 support to our staff, students, and visitors, ensuring all of our deployed technology operates smoothly.
Responsibilities
- Monitor incoming service requests through email, our ticketing system, phone calls, and walk-in visits to ensure timely resolution.
- Provide hands-on support for a wide range of hardware, including thin clients, virtual desktops, printers, VTC equipment, Smartboards, and Crestron touch panels.
- Configure and set up IT equipment for classroom and conference room environments.
- Collaborate with internal teams like network services and software engineering to resolve complex technical issues.
- Maintain accurate records by updating and closing support tickets and generating clear, concise reports.
- Create and maintain standard operating procedures and user-focused documentation.
- Assist users with Smartboard functionality and provide training when necessary.
- Propose system improvements to enhance the user experience and minimize recurring technical problems.
Must-haves
- An Associate degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- A current Microsoft Certified System Administrator (MCSA) certification for Windows 7.
- Between 1 and 5 years of professional experience in tier 1 and tier 2 desktop support.
- Strong proficiency in Windows 7 and the Microsoft Office Suite, including Visio, Project, Access, Outlook, and SharePoint.
- Practical experience with system imaging, software configuration, and general hardware troubleshooting.
- Fluency in English.







