Customer Service Engineer; VA ESOM IRP Security Clearance

Thank you for considering IT Concepts dba Kentro. Kentro is hiring an experienced Customer Service Engineer to support our VA-ESOM End Point Support and Operations Monitoring contract across the United States.

• 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 the VA's Service Now customer incident ticketing system to ensure adherence to business processes, and report any discrepancies with proposed corrective actions for approval before implementation.
• Utilize debugging protocols and processes.
• Troubleshoot problems and issues identified by customers and implement corrective actions promptly.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Stand and move throughout the work area for prolonged periods, using physical strength to lift equipment up to 50 pounds and navigate necessary spaces.
• Demonstrate strong communication, listening, empathy, and relationship building skills with customers and colleagues.
• Maintain a proactive, customer‑centric mindset, seeking continuous improvement and taking ownership of issue resolution from start to finish.

• Work is onsite at the Rocky Mountain Regional VA Medical Center (Aurora, CO).
• May be required to provide surge capacity support, which may involve travel for up to 2 weeks at a time.
• Overtime is not authorized for any work, including surge capacity.
• For travel related work, Kentro will pre‑pay airfare and hotel; out‑of‑pocket expenses must be submitted per Kentro policy. Expense reimbursements are paid weekly. Per diem for meals and lodging is provided per GSA rates.

• Bachelor's degree in computer science, electronics engineering, or a related engineering or technical discipline; or 8 years of additional relevant experience may substitute for the degree.
• 2+ years of experience in IT Technical Support, Help Desk, or System Administration.
• Candidates must meet the physical requirements listed in the job description.
• Experience conducting routine system administration tasks and logging data in system admin logs.
• Knowledge of debugging protocols and processes.
• Proficiency with Microsoft Office applications and basic Windows system administration.
• US Citizen or Green Card holder.
• Willing and able to obtain a Public Trust Suitability clearance.
• Must meet updated : https://(Use the "Apply for this Job" box below)..
• If current  not meet requirements, must be willing and able to update them in a timely manner.

• Yearly flu vaccination.
• Tuberculosis testing with a negative result.
• Vaccination or titer testing for Measles Mumps and Rubella (MMR), Hepatitis B, and/or Varicella.

• Competitive benefits package, including paid time off and healthcare benefits.
• Supplemental benefits and a 401(k) plan with employer match.
• Education reimbursement for certifications, degrees, or professional development.
• Discount perks, rewards, and additional employee wellness programs.

Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or a