Tier 2 Customer Service Engineer

Job Locations US-DC-Washington
Posted Date 1 month ago(9/11/2020 3:58 PM)
Job ID


ProSphere is seeking a Tier 2 Customer Service Engineer (System Administrator) with experience in operations and maintenance of systems and or networks. The candidate will operate under the supervision of the Customer Service Manager. We are looking for someone who will provide quality support to our clients by providing the insight, expertise and dedication to ensure mission success throughout the development life-cycle. We are considering individuals who possess technical skills, proactive approach and a positive attitude. The Help Desk operates Monday through Friday from 7am - 8pm. Shifts are 7am to 4pm and 11am to 8pm. This is a full-time position located in Washington, D.C.  Veterans are encouraged to apply.



  • Administer and maintain all customer servers, both physical and virtual in a Windows and Linux environment
  • Analyze and report on daily event logs – provide corrective action as is required
  • Maintain a 99.999% operational availability not related to any VA related or responsible event
  • Perform monthly security/system patches and updates manually and through SCOM
  • Participate in technical research and development to enable continuous innovation within the infrastructure
  • Resolve hardware and network technology issues in a high volume, fast paced environment
  • Be responsible for all assigned trouble tickets from creation to resolution
  • Ensure that system hardware, operating systems, software systems, and related procedures adhere to organizational values
  • Troubleshoot issues ranging from basic issues to email related issues for Executive level users
  • Provision, install/configure, operate, and maintain systems hardware and network infrastructure


  • Bachelor's Degree in Computer Science, Electronics Engineering, or other engineering or technical discipline is required (8 years of additional relevant experience may be substituted for education)
  • 2-3 years of experience as a System Administrator or similar role
  • Experience providing IT support to multiple work sites
  • Experience with WebLogic

  • Experience with Secure Shell (SSH)

  • Understanding of programming concepts for languages such as JAVA, .NET, Python is a plus
  • PowerShell scripting is a plus
  • SharePoint experience is a plus 
  • Excellent customer service, communication and organizational skills are required
  • Excellent troubleshooting and problem resolution skills for Desktops and Laptops
  • Ability to work independently with minimal direction providing technical and non-technical support to multiple users
  • Capable of working under pressure, while handling multiple tasks simultaneously
  • Experience providing services to the federal government and/or the Dept. of Veterans’ Affairs is preferred
  • Travel will be required
  • Ability to work overtime required on occasion
  • Ability to sit in an office environment for long periods of time
  • Remote and on-call responsibilities may be required

Strong Candidates will have the following:

  • Strong Customer Service Experience
  • Innovative Thinking
  • Experience tracking assets
  • Must be customer-oriented and patient to deal with difficult customers
  • Create easy to read, friendly, and professional standard operating procedures (SOP) for customers
  • Certification is a plus ex:  A+, Security +, Network + , Microsoft certifications
  • Great Understanding of Microsoft Office Suite, ex. 2016,
  • Experience Imaging computers


Benefits of Working at ProSphere:

ProSphere offers full-time employees a competitive total compensation package that includes paid vacation, paid sick leave, paid holidays, and paid military leave. Our insurance benefit plans include options for medical, dental, vision, company paid short-term and long-term disability, and company paid life insurance with options to buy additional life, AD&D, pet insurance, legal services, identity theft, and accident insurance at group negotiated rates. Flexible spending accounts and health saving account options offer pre-tax savings for qualified medical, dental, and vision expenses. The company sponsored 401(k) retirement plan has a matched employer contribution that is immediately vested. ProSphere invests in the professional growth of our employees through professional certifications and tuition reimbursement programs.


Equal Employment Opportunity & Affirmative Action Employer:

It is ProSphere’s policy to promote equal employment opportunities. All personnel decision, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits and termination, are made without regard to race, color, religion, age, sex, sexual orientation, pregnancy, gender identity, genetic information, national origin, citizenship status, veteran status, protected veteran status, disability, or any other characteristic protected by applicable federal, state or local law.


Reasonable accommodations for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources by emailing or by dialing 703-810-3007.


Please see the Equal Employment Opportunity and OFCCP notices for additional information: ProSphere’s EEO Statement, EEO is the LawEEO Poster Supplement, and the OFCCP's Pay Transparency Nondiscrimination Provision




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