Customer Service Engineer (VA ESOM) - EUO Surge Support Travel Team

Overview

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.

Responsibilities

• Serves as a dedicated resource for district surge support 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.
• Ability to work independently to support a variety of IT tasks including asset deployments, imaging and decommissioning, and other IT duties as assigned.
• Support critical IT initiatives as defined by EUS leadership, mitigating high priority backlogs.
• Ensures closure of assignments by documenting status with ServiceNow.
• Support the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment, ensuring optimal operation and user satisfaction.
• May 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.
• May assist in setting up and maintaining user accounts, interfacing with other software applications, compiling reports, and responding to customer requests.
• May 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.
• Assist with equipment returns, deployments, unboxing, inventorying, and verification.

Qualifications

• 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 Green card holder
• Willing and able to get a Public Trust Suitability clearance

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).