Customer Service Engineer (VA ESOM IRP)

About the Role

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 role involves 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. Support is provided across 100+ CONUS and OCONUS locations, including high cost-of-living or under-supported economic areas where VA offices or facilities may be located.

Location: Onsite at Baltimore VA Medical Center (Baltimore, MD).

Responsibilities

• 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; report and propose corrective actions for any discrepancies identified.
• Utilize debugging protocols and processes to troubleshoot problems and issues identified by customers, implementing corrective actions quickly.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Perform physically demanding tasks such as lifting equipment up to 50 pounds and bending, twisting, squatting, reaching, climbing, and crawling to navigate facility spaces for equipment access and repair.
• Stand and move throughout the work area for prolonged periods.

Communication & Interpersonal Skills

• Active listening: Understand customer needs and concerns fully before responding.
• Clear verbal and written communication: Explain technical issues in simple, customer-friendly language.
• Empathy: Show understanding and patience with frustrated or non-technical customers.
• Relationship building: Develop trust and rapport with customers and colleagues.
• Professional demeanor: Represent the company with courtesy and confidence in all interactions.

Customer-Centric Mindset

• Proactive attitude: Anticipate customer needs before they escalate into issues.
• Continuous improvement: Seek feedback to improve both personal performance and customer experience.
• Ownership: Take responsibility for resolving issues from start to finish.

Travel

A Customer Service Engineer may be asked to provide additional support during temporary periods of increased workload ("surge capacity"). These requests are discussed and coordinated beforehand and may require travel for up to 2 weeks at a time (12 consecutive days, departing on Monday and returning the following Friday). Overtime is not authorized for surge capacity work.

For work-related travel, Kentro will pre-pay specific expenses (airfare and hotel). Out-of-pocket expenses require submission of an expense report per Kentro policy, with reimbursements paid weekly. Per diem for meals and lodging will be provided based on GSA Per Diem Rates for the location.

Requirements

• Bachelor's degree in computer science, electronics engineering, or other engineering or technical discipline, or 8 years of additional relevant experience.
• 2+ years of experience in IT Technical Support, Help Desk, or System Administration.
• Ability to meet the physical requirements of the role as described.

Preferred Qualifications

• Experience conducting routine system administration tasks and logging data in system admin logs.
• Knowledge 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 obtain a Public Trust Suitability clearance.
• Must meet updated ID requirements: GSA ID Requirements. If you do not currently meet these requirements, you must be willing and able to update your ID in a timely manner.

Health Requirements

This position provides on-site support for the Department of Veterans Affairs and may require proof of current vaccinations and testing, including:

• Yearly Flu Vaccination
• Tuberculosis testing with a negative result
• Vaccination records or titer testing for Measles, Mumps, Rubella (MMR), Hepatitis B, and/or Varicella

The Kentro Suitability team will provide guidance on facility-specific health requirements, required documents, and how to request reasonable accommodation.

Benefits

• Competitive benefits package: Paid time off, healthcare benefits, supplemental benefits, 401k with employer match, discount perks, and rewards.
• Education reimbursement: Eligible for reimbursement for certifications, degrees, or professional development (amounts may fluctuate due to IRS limitations).
• Professional growth: Flexibility to take courses, complete certifications, or engage in other professional development and networking opportunities.
• Work-life balance: Funds dedicated to virtual and in-person activities, including happy hours, holiday events, fitness & wellness events, and annual celebrations.
• Community commitment: Participation in charity galas and events.

About Kentro

Kentro is a dynamic community of experts committed to advancing customers' missions, fostering professional growth, and making a positive impact. We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015), two CMMI ML 3 ratings (DEV and SVC), and CMMC Level 2 Certification. Recognized for growth and culture, including:

• Inc 5000’s Fastest Growing Private Companies (DC Metro List)
• Washington Business Journal: Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C.
• Northern Virginia Technology Council Tech 100 Honoree
• Virginia Best Place to Work
• Washington Business Journal: Best Places to Work, Corporate Diversity Index Winner – Mid-Size Companies
• Department of Labor’s HireVets for veteran transition support
• SECAF Award of Excellence finalist
• Victory Military Friendly Brand
• Virginia Values Veterans (V3)
• Cystic Fibrosis Foundation Corporate Breath Award