Customer Service Engineer (VA ESOM)
Kentro · Sioux Falls, SD · 4 wk ago
On-siteFull-time
We need to output HTML fragment with sections for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. No job title heading. No metadata like Job ID. Remove boilerplate, navigation, legal, EEO, etc. Also remove application instructions, accommodations, etc. Keep substantive info.
We need to parse the posting.
Overview: It's a paragraph about company and role. Could be "About the role" section.
Responsibilities: List of duties.
Qualifications: Education, experience, etc.
Skills: Communication & Interpersonal Skills, Customer-Centric Mindset, maybe also technical skills.
Benefits: There's a Benefits section describing benefits.
Pay: Not mentioned. So omit Pay.
Schedule: Not mentioned (maybe travel? but not schedule). So omit.
We must not include placeholder like "commensurate with experience". Not present.
We need to preserve all substantive info, not invent.
We need to use for section headings. Use
for section headings. Use - for any list of duties/requirements/benefits, and
for prose.
We need to decide what goes into each section.
Let's extract:
About the role: The overview paragraph(s) describing Kentro, mission, role purpose, location, etc. Could be multiple paragraphs. We'll combine into
.
Responsibilities: The bullet list after "Responsibilities". It's a paragraph with sentences separated by periods but not bullet list. However we need to treat as list? The instruction: Use
- for any list of duties/requirements/benefits. The responsibilities are a series of statements; we can treat each sentence as a list item. Let's split.
Responsibilities sentences:
- Support the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment, ensuring optimal operation and user satisfaction.
- Assist 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.
- Assist 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.
- Monitor open tickets in VA’s ServiceNow customer incident ticketing system to ensure adherence to business processes, and any discrepancies identified shall be reported with proposed corrective actions for approval before implementation.
- The work environment involves both sedentary and active elements, requiring careful handling of electronic components and adherence to safety precautions to prevent injuries or equipment damage.
- Utilize debugging protocols and processes.
- Troubleshoot problems and issues identified by customers and implement corrective actions quickly.
- Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
- Possessing the physical capability to handle demanding tasks such as lifting equipment up to 50 pounds and bending, twisting, squatting, reaching, climbing, and crawling to navigate through facility spaces to access and repair equipment.
- Stand and move throughout the work area for prolonged periods.
Also there is a Travel paragraph later: "Travel: A Customer Service Engineer may be asked to provide additional support during temporary periods of increased workload, referred to as “surge capacity.” These requests would be discussed and coordinated beforehand and depending on the event, events may require the need to travel for 2 weeks at a time, equating to 12 consecutive days, departing on Monday, and returning on the Friday of the following week. Overtime is not authorized for any work to include this surge capacity.For work related travel, Kentro will pre-pay specific expenses (airfare, and hotel); expenses that are out-of-pocket will require submission of an expense report in accordance with Kentro policy. Expense reimbursements are paid out weekly. Per diem for meals and lodging will be provided for overnight stays based on the GSA Per Diem Rates for that location."
Travel could be considered part of Responsibilities or maybe a separate section? Not in list of headings; we could include under Responsibilities or maybe under a separate "Travel" but not allowed headings. So we incorporate travel into Responsibilities as additional items.
Qualifications: The paragraph after "Qualifications". Contains:
- Bachelor's degree in computer science, electronics engineering, or other engineering or technical discipline or 8 years of additional relevant experience may be substituted for education.
- 2+ years of experience in IT Technical Support, Help Desk or System Administration.
- Candidates must be able to meet the physical requirements of the role as listed in the job description.
- Preferred: 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
- Clearance Requirement: US Citizen or Lawful Permanent Resident (Green Card)Willing and able to get a Public Trust Suitability clearanceMust meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documentsIf you do not currently meet the ID requirements outlined, you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully.
- Health Requirements: This Kentro position provides on-site support for the Department of Veterans Affairs. The Department of Veterans Affairs has facility-specific vaccination and testing requirements (please see the bulleted examples below). If chosen for this role, candidates may be required to show proof that their vaccinations and testing are current. The Kentro Suitability team will provide guidance on what the facility-specific health requirements for this position are, any documents needed, and how to request reasonable accommodation. Yearly Flu VaccinationTuberculosis testing with a negative resultVaccination records or titer testing required for Measles Mumps and Rubella (MMR), Hepatitis B, and/or Varicella
We need to keep substantive info, but we should remove URLs? Probably keep as text but not as heading. The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The clearance requirement and health requirements are substantive; we keep them.
Skills: Communication & Interpersonal Skills and Customer-Centric Mindset sections. Also maybe technical skills like debugging protocols etc but those are in qualifications/preferred. We'll create a Skills section containing those bullet points.
Benefits: The Benefits section after "Benefits The Company". Actually there is a heading "Benefits" then paragraphs about company, then "Benefits We offer competitive benefits package..." etc. We'll extract substantive 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. Flexibility for courses, certification, professional growth and networking. Commitment to continuous professional development. Funds for activities – virtual and in-person – e.g., happy hours, holiday events, fitness & wellness events, annual celebrations. Host and attend charity galas/events. Appreciating commitment and building positive workspace.
We should not include fluff like "We believe in generating success collaboratively..." maybe that's more about company; but it's substantive? Could be considered part of Benefits? Might be considered company culture. But we have no section for culture; we could put under Benefits or maybe under About the role. The instruction: Prefer a few substantive sections over many thin ones. So we could incorporate company description into About the role. Benefits section should list actual benefits.
Thus Benefits section bullet list:
- Paid time off
- Healthcare benefits
- Supplemental benefits
- 401k with employer match
- Discount perks
- Rewards
- Education reimbursement for certifications, degrees, or professional development (subject to IRS limitations)
- Flexibility to take courses, complete certifications, or pursue professional growth and networking
- Commitment to continuous professional development
- Funds for virtual and in-person activities (e.g., happy hours, holiday events, fitness & wellness events, annual celebrations)
- Host and attend charity galas/events
- Positive workspace fostering creativity, innovation, happiness
We need to avoid placeholder like "and more". That's vague but maybe okay as it's part of original. Could keep "and more" but it's not specific. Might be considered filler. Safer to omit vague "and more". We'll keep the specific items.
Pay: Not present, omit.
Schedule: Not present, omit.
Now we need to output only HTML fragment, no /, no markdown.
We'll produce:
About the role
...
Responsibilities
- ...
...
Qualifications
- ...
...
Skills
- ...
...
Benefits
- ...
...
Make sure not to repeat job title.
Now craft the About the role paragraph: combine overview paragraphs.
Overview text:
"Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities. By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones. Kentro is hiring an experienced Customer Service Engineer to support our VA-ESOM- End Point Support and Operations Monitoring contract across the United States. The VA is responsible for providing comprehensive onsite and remote support to IT customers across all VA Administrations and special program offices, including direct support of over 340,000 VA employees and thousands of contractors who use government-furnished IT equipment and infrastructure. The VA provides support staff across 100+ CONUS and OCONUS locations, including difficult-to-accommodate locales, such as high cost of living or under-supported economic areas, where VA offices or facilities may be located and require onsite services. A Customer Service Engineer can quickly respond to end-user requests for assistance when existing manuals and scripted responses are insufficient to meet user needs. Must be able to interact with customers, diagnose problems, and lead customers through the necessary steps to correct their issues. Must have experience conducting routine system administration tasks and logging data in system admin logs. Location: Onsite - Royal C. Johnson Veterans' Memorial Hospital (Sioux Falls, SD) This Job Description reflects the primary duties of the role; however, it is not intended to be all‑inclusive. Team members may be asked to take on additional responsibilities in alignment with customer expectations, business needs, and Kentro’s culture of collaboration and adaptability."
We should maybe omit the "Location:" line? It's substantive; we can keep as part of About the role.
We need to ensure no duplication.
Now Responsibilities list items: we need to include travel items.
Travel items:
- May be asked to provide additional support during temporary periods of increased workload (“surge capacity”), with travel up to 2 weeks (12 consecutive days), departing Monday and returning Friday of the following week; overtime not authorized for surge capacity.
- For work-related travel, Kentro will pre-pay specific expenses (airfare, hotel); out-of-pocket expenses require expense report per Kentro policy, reimbursed weekly; per diem for meals and lodging provided for overnight stays based on GSA Per Diem Rates.
We'll incorporate as list items.
Now Qualifications list items:
- Bachelor's degree in computer science, electronics engineering, or other engineering or technical discipline; or 8 years of additional relevant experience may be substituted for education.
- 2+ years of experience in IT Technical Support, Help Desk, or System Administration.
- Must meet the physical requirements of the role (lifting up to 50 pounds, bending, twisting, squ
for prose. We need to decide what goes into each section. Let's extract: About the role: The overview paragraph(s) describing Kentro, mission, role purpose, location, etc. Could be multiple paragraphs. We'll combine into
. Responsibilities: The bullet list after "Responsibilities". It's a paragraph with sentences separated by periods but not bullet list. However we need to treat as list? The instruction: Use
- for any list of duties/requirements/benefits. The responsibilities are a series of statements; we can treat each sentence as a list item. Let's split.
Responsibilities sentences:
- Support the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment, ensuring optimal operation and user satisfaction.
- Assist 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.
- Assist 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.
- Monitor open tickets in VA’s ServiceNow customer incident ticketing system to ensure adherence to business processes, and any discrepancies identified shall be reported with proposed corrective actions for approval before implementation.
- The work environment involves both sedentary and active elements, requiring careful handling of electronic components and adherence to safety precautions to prevent injuries or equipment damage.
- Utilize debugging protocols and processes.
- Troubleshoot problems and issues identified by customers and implement corrective actions quickly.
- Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
- Possessing the physical capability to handle demanding tasks such as lifting equipment up to 50 pounds and bending, twisting, squatting, reaching, climbing, and crawling to navigate through facility spaces to access and repair equipment.
- Stand and move throughout the work area for prolonged periods.
Also there is a Travel paragraph later: "Travel: A Customer Service Engineer may be asked to provide additional support during temporary periods of increased workload, referred to as “surge capacity.” These requests would be discussed and coordinated beforehand and depending on the event, events may require the need to travel for 2 weeks at a time, equating to 12 consecutive days, departing on Monday, and returning on the Friday of the following week. Overtime is not authorized for any work to include this surge capacity.For work related travel, Kentro will pre-pay specific expenses (airfare, and hotel); expenses that are out-of-pocket will require submission of an expense report in accordance with Kentro policy. Expense reimbursements are paid out weekly. Per diem for meals and lodging will be provided for overnight stays based on the GSA Per Diem Rates for that location."
Travel could be considered part of Responsibilities or maybe a separate section? Not in list of headings; we could include under Responsibilities or maybe under a separate "Travel" but not allowed headings. So we incorporate travel into Responsibilities as additional items.
Qualifications: The paragraph after "Qualifications". Contains:
- Bachelor's degree in computer science, electronics engineering, or other engineering or technical discipline or 8 years of additional relevant experience may be substituted for education.
- 2+ years of experience in IT Technical Support, Help Desk or System Administration.
- Candidates must be able to meet the physical requirements of the role as listed in the job description.
- Preferred: 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
- Clearance Requirement: US Citizen or Lawful Permanent Resident (Green Card)Willing and able to get a Public Trust Suitability clearanceMust meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documentsIf you do not currently meet the ID requirements outlined, you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully.
- Health Requirements: This Kentro position provides on-site support for the Department of Veterans Affairs. The Department of Veterans Affairs has facility-specific vaccination and testing requirements (please see the bulleted examples below). If chosen for this role, candidates may be required to show proof that their vaccinations and testing are current. The Kentro Suitability team will provide guidance on what the facility-specific health requirements for this position are, any documents needed, and how to request reasonable accommodation. Yearly Flu VaccinationTuberculosis testing with a negative resultVaccination records or titer testing required for Measles Mumps and Rubella (MMR), Hepatitis B, and/or Varicella
We need to keep substantive info, but we should remove URLs? Probably keep as text but not as heading. The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The clearance requirement and health requirements are substantive; we keep them.
Skills: Communication & Interpersonal Skills and Customer-Centric Mindset sections. Also maybe technical skills like debugging protocols etc but those are in qualifications/preferred. We'll create a Skills section containing those bullet points.
Benefits: The Benefits section after "Benefits The Company". Actually there is a heading "Benefits" then paragraphs about company, then "Benefits We offer competitive benefits package..." etc. We'll extract substantive 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. Flexibility for courses, certification, professional growth and networking. Commitment to continuous professional development. Funds for activities – virtual and in-person – e.g., happy hours, holiday events, fitness & wellness events, annual celebrations. Host and attend charity galas/events. Appreciating commitment and building positive workspace.
We should not include fluff like "We believe in generating success collaboratively..." maybe that's more about company; but it's substantive? Could be considered part of Benefits? Might be considered company culture. But we have no section for culture; we could put under Benefits or maybe under About the role. The instruction: Prefer a few substantive sections over many thin ones. So we could incorporate company description into About the role. Benefits section should list actual benefits.
Thus Benefits section bullet list:
- Paid time off
- Healthcare benefits
- Supplemental benefits
- 401k with employer match
- Discount perks
- Rewards
- Education reimbursement for certifications, degrees, or professional development (subject to IRS limitations)
- Flexibility to take courses, complete certifications, or pursue professional growth and networking
- Commitment to continuous professional development
- Funds for virtual and in-person activities (e.g., happy hours, holiday events, fitness & wellness events, annual celebrations)
- Host and attend charity galas/events
- Positive workspace fostering creativity, innovation, happiness
We need to avoid placeholder like "and more". That's vague but maybe okay as it's part of original. Could keep "and more" but it's not specific. Might be considered filler. Safer to omit vague "and more". We'll keep the specific items.
Pay: Not present, omit.
Schedule: Not present, omit.
Now we need to output only HTML fragment, no /, no markdown.
We'll produce:
About the role
...
Responsibilities
- ... ...
Qualifications
- ... ...
Skills
- ... ...
Benefits
- ... ...