Customer Service Engineer (VA ESOM) with Security Clearance

About the role

Kentro is hiring an experienced Customer Service Engineer to support the VA-ESOM- End Point Support and Operations Monitoring contract across the United States. The VA requires comprehensive onsite and remote support for IT customers, including over 340,000 VA employees and contractors.

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.
• Utilize debugging protocols and processes to troubleshoot problems and issues identified by customers and implement corrective actions quickly.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Possess 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.

Benefits

• Competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more.
• We offer education reimbursement for certifications, degrees, or professional development.
• We invest in our employees - Every employee is eligible for education reimbursement for certifications, degrees, or professional development. Reimbursement amounts may fluctuate due to IRS limitations.

Company Culture

The Company We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let's solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

Equal Opportunity Employment

Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state or local law. Kentro is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunities.