Customer Service Engineer; VA ESOM

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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 VA provides 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 who use government-furnished IT equipment and infrastructure. The VA provides support staff across 100+ CONUS and OCONUS locations, including locations that may be high cost of living or under-supported where onsite services are required.

A Customer Service Engineer can quickly respond to end-user requests for assistance when existing manuals and scripted responses are insufficient. The role requires interacting with customers, diagnosing problems, and guiding users through the necessary steps to correct issues. Experience conducting routine system administration tasks and logging data in system admin logs is expected.

Location: Anchorage VA Medical Center

• Support the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment, ensuring optimal operation and user satisfaction.
• Deliver remote and desk-side technical support, respond to IT support tickets, and perform 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 Service Now incident system to ensure adherence to business processes, report discrepancies with proposed corrective actions for approval before implementation.
• Work safely in environments with electronic components and follow safety precautions to prevent injuries or equipment damage.
• Utilize debugging protocols and processes; troubleshoot problems reported by customers and implement corrective actions quickly.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Possess the physical capability to lift up to 50 pounds and perform tasks such as bending, twisting, squatting, reaching, climbing, and crawling to access and repair equipment; stand and move throughout the work area for prolonged periods.

• 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.

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

• A Customer Service Engineer may be asked to provide additional support during surge periods. Such requests would be discussed and coordinated beforehand and may require travel for up to 2 weeks at a time (12 consecutive days), departing Monday and returning the Friday of the following week.
• Overtime is not authorized for any work including surge capacity.
• For work-related travel, Kentro will pre-pay specific expenses (airfare and hotel); out-of-pocket expenses require an expense report per Kentro policy. Expense reimbursements are paid weekly. Per diem for meals and lodging is provided based on the GSA Per Diem Rates for the location.

• Bachelor's degree in computer science, electronics engineering, or another engineering/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 described in the job description.

• Experience in conducting routine system administration tasks and logging data in system admin logs.
• Knowledge of debugging protocols and processes.
• Adept knowledge of IT principles and practices, proficiency…