Customer Service Engineer (VA ESOM IRP)

About the role

Kentro is hiring an experienced Customer Service Engineer to support the VA-ESOM 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.

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 before implementation.
• 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.
• Handle demanding tasks such as lifting equipment up to 50 pounds and navigating through facility spaces to access and repair equipment.
• Stand and move throughout the work area for prolonged periods.

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.
• Experience in conducting routine system administration tasks and logging data in system admin logs is preferred.
• Adept knowledge in IT principles and practices, proficiency with Microsoft Office applications, and a basic understanding of system administration in a Windows environment is preferred.

Clearance requirement

Willing and able to get a Public Trust Suitability clearance. Must meet updated ID requirements, including yearly Flu Vaccination, Tuberculosis testing with a negative result, and vaccinations for Measles Mumps and Rubella (MMR), Hepatitis B, and/or Varicella.

Benefits

• 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