Customer Service Engineer; VA ESOM IRP

Overview

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 role involves comprehensive onsite and remote support to IT customers across all VA Administrations, including direct support of over 340,000 VA employees and thousands of contractors who use government-furnished IT equipment and infrastructure.

Location: Onsite Rocky Mountain Regional VA Medical Center (Aurora, CO)

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.

• Support the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment, ensuring optimal operation and user satisfaction.
• Assist 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.
• 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 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.
• The work environment involves both sedentary and active elements, requiring careful handling of electronic components and adherence to safety precautions to prevent injuries or equipment damage.
• 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.

Communication & Interpersonal Skills

• 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.

Customer-Centric Mindset

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

Travel:

• A 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 may require travel for 2 weeks at a time, equating to 12 consecutive days, departing on Monday, and returning on the Friday of the following week.
• Overtime is not authorized for any work to include this surge capacity.
• For work related travel, Kentro will pre-pay specific expenses (airfare, and hotel); expenses that are out-of-pocket will require submission of an expense report in accordance with Kentro policy. Expense reimbursements are paid out weekly. Per diem for meals and lodging will be provided for overnight stays based on the GSA Per Diem Rates for that location.

• 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,…