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 Administrations and special program offices.

Responsibilities

• Support the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment, ensuring optimal operation and user satisfaction.
• Aid in delivering both remote and desk-side technical support, responding to IT support tickets, and performing diagnostic and repair activities on both hardware and software components.
• Aid in setting up and maintaining user accounts, interfacing with other software applications, compiling reports, and responding to customer requests.
• Aid in the maintenance of 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.
• Maintain open tickets in VA’s ServiceNow customer incident ticketing system to ensure adherence to business processes, and report any discrepancies with proposed corrective actions for approval before implementation.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Utilize debugging protocols and processes. Troubleshoot problems and issues identified by customers and implement corrective actions quickly.
• Communicate effectively with customers, demonstrating clear verbal and written communication skills, empathy, and proactive attitude.

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.
• Knowledge on a number of debugging protocols and processes.
• Adept knowledge in IT principles and practices, proficiency with Microsoft Office applications, and a basic understanding of system administration in a Windows environment.

Preferred

• Clearance Requirement: US Citizen or Green card holder willing and able to get a Public Trust Suitability clearance.
• Health Requirements: Proof of yearly Flu Vaccination, tuberculosis testing with a negative result, and vaccination records or titer testing required for Measles Mumps and Rubella (MMR), Hepatitis B, and/or Varicella.

Benefits

• Competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more.
• Education reimbursement for certifications, degrees, or professional development.
• Commitment to continuous professional development.
• Fundraising and community engagement opportunities.

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 Job Description. Please upload your resume and complete all the application steps. You must fully submit the application for Kentro to consider you for a position.

If you need alternative application methods or accommodations, please email careers@kentro.us .