Customer Service Engineer (VA ESOM)

About the role

IT Concepts dba Kentro is seeking an experienced Customer Service Engineer to support the VA-ESOM End Point Support and Operations Monitoring contract across the United States. The role involves providing comprehensive onsite and remote support to IT customers across various VA locations.

Responsibilities

• Support the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment.
• Aid in setting up and maintaining user accounts, interfacing with other software applications, compiling reports, and responding to customer requests.
• Maintain Active Directory and other system accounts, support connectivity and client applications, and assist in the configuration and support of local and wide area network services.
• Monitor open tickets in VA's ServiceNow customer incident ticketing system to ensure adherence to business processes.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Utilize debugging protocols and processes to troubleshoot problems and implement corrective actions quickly.
• Communicate effectively with customers, demonstrating clear verbal and written communication skills, empathy, and proactive problem-solving.

Qualifications

• Bachelor's degree in computer science, electronics engineering, or other engineering or technical discipline or 8 years of relevant experience.
• 2+ years of experience in IT Technical Support, Help Desk, or System Administration.
• Experience in conducting routine system administration tasks and logging data in system admin logs.
• Adept knowledge in IT principles and practices, proficiency with Microsoft Office applications, and a basic understanding of system administration in a Windows environment.

Benefits

• Paid time off
• Healthcare benefits
• Supplemental benefits
• 401(k) with an employer match
• Discount perks and rewards
• Education reimbursement for certifications, degrees, or professional development

Contact Information

To apply to Kentro Positions, please click on the job link and then click the blue "Apply" button at the top right of the Job Description. You must fully submit the application for Kentro to consider you for a position. If you need alternative application methods, please email us for assistance.