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 VA requires comprehensive onsite and remote support for IT customers, including over 340,000 VA employees and contractors.

Responsibilities

• Support the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment, ensuring optimal operation and user satisfaction.
• 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, and report discrepancies with proposed corrective actions for approval.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Troubleshoot problems and issues identified by customers and implement corrective actions quickly.
• Utilize debugging protocols and processes.
• Communicate effectively with customers, explain technical issues in simple terms, show empathy, build relationships, and maintain a professional demeanor.
• Anticipate customer needs, seek feedback for continuous improvement, and take ownership of resolving issues from start to finish.
• Travel may be required for temporary periods of increased workload, with 12 consecutive days of travel per event.

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.

Benefits

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

Contact Information

To apply, please click on the job link and then click the blue “Apply” button at the top right of the Job Description. For alternative application methods or reasonable accommodations, email careers@kentro.us.