Customer Service Engineer (VA ESOM IRP)

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.

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 identified 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 empathy and clear communication skills.
• Travel may be required for temporary periods of increased workload, but no overtime is authorized.

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.
• Clearance Requirement: US Citizen or Green card holder willing and able to get a Public Trust Suitability clearance.
• Health Requirements: Must meet facility-specific vaccination and testing requirements for Department of Veterans Affairs.

Benefits

• Competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k with an employer match, and discounts on perks and rewards.
• Education reimbursement for certifications, degrees, or professional development.
• Commitment to continuous professional development and employee growth.
• Inclusive workplace culture and commitment to diversity, equity, and inclusion.