Customer Service Engineer (VA ESOM IRP MA)

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

• 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 any discrepancies identified shall be reported 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.
• Possessing the physical capability to handle demanding tasks such as lifting equipment up to 50 pounds and bending, twisting, squatting, reaching, climbing, and crawling to navigate 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.
• Preferred: 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

• 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).
• If chosen for this role, candidates may be required to show proof that their vaccinations and testing are current.
• The Kentro Suitability team will provide guidance on what the facility-specific health requirements for this position are, any documents needed, and how to request reasonable accommodation.
• Yearly Flu Vaccination
• Tuberculosis testing with a negative result
• Vaccination records or titer testing required for Measles Mumps and Rubella (MMR), Hepatitis B, and/or Varicella