Customer Service Engineer (VA ESOM IRP) with Security Clearance

About the role

The VA-ESOM contract requires comprehensive onsite and remote support for IT customers across various VA Administrations and special program offices. The Customer Service Engineer will support these operations, ensuring optimal IT service delivery.

Responsibilities

• Support the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment.
• Deliver 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.
• 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.
• Handle demanding tasks such as lifting equipment up to 50 pounds, bending, twisting, squatting, reaching, climbing, and crawling to navigate through facility spaces to access and repair equipment.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Troubleshoot problems and issues identified by customers and implement corrective actions quickly.
• Communicate effectively with customers, explaining technical issues in simple, customer-friendly language.
• Build relationships with customers and colleagues, showing empathy and patience with frustrated or non-technical customers.

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.
• Ability 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. Facility-specific vaccination and testing requirements apply.

Benefits

• Competitive benefits package including 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.
• Commitment to continuous professional development through courses, certifications, and networking opportunities.
• Fund allocation for activities such as virtual and in-person events, fitness & wellness events, and annual celebrations.
• Charity gala/event attendance.

Schedule

The Customer Service Engineer may be asked to provide additional support during temporary periods of increased workload, referred to as "surge capacity." These requests would be discussed and coordinated beforehand, and depending on the event, 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.

Pay

Compensation Range: $28-32/HR. Factors influencing pay within this range include geography, market demand, skills, education, experience, and other qualifications of the successful candidate.