Customer Service Engineer; ESOM - IRP

Kentro is hiring an experienced Customer Service Engineer (System Administrator) to support the 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 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 operates staff across 100+ CONUS and OCONUS locations, including challenging locales where onsite service is required.

• Support the Government with 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 hardware and software components.
• Aid in setting up and maintaining user accounts, interfacing with 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, and report discrepancies with proposed corrective actions for approval before implementation.
• Work in an environment with both sedentary and active elements, handling electronic components and following safety precautions to prevent injuries or equipment damage.
• Utilize debugging protocols and processes; troubleshoot problems identified 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 requiring bending, twisting, squatting, reaching, climbing, and crawling to access and repair equipment.
• Stand and move throughout the work area for extended periods.

Onsite - East Orange VA Medical Center - 385 Tremont Ave, East Orange, NJ 07018

Estimated duration: one year with possibility of extension.

• May be asked to provide surge capacity during temporary periods of increased workload; travel up to two weeks.
• Overtime is not authorized for surge capacity.
• For work-related travel, expenses are out-of-pocket with reimbursement per Kentro policy; per diem provided for overnight stays based on GSA rates.

This position supports the Veterans Health Administration (VHA), which has facility-specific vaccination and testing requirements. Candidates may need to show proof of current vaccinations and testing. Guidance on documents and accommodations will be provided.

• Vaccine requirements may include COVID-19, Influenza, MMR, Hepatitis B, Varicella.
• Testing requirements may include Tuberculosis.

• Bachelor's degree in computer science, electronics engineering, or other engineering or technical discipline, or 8 years of additional relevant experience in lieu of education.
• 2+ years of experience in IT Technical Support, Help Desk, or System Administration.
• Must be able to meet the physical requirements described in the job description.

• Experience performing routine system administration tasks and logging data in system admin logs.
• Knowledge of debugging protocols and processes.
• Solid IT fundamentals, proficiency with Microsoft Office applications, and basic Windows system administration knowledge.

• US Citizen or Green Card holder.
• Willing and able to obtain a Public Trust Suitability clearance.
• Must meet updated  (see GSA guidelines).

Competitive benefits package including paid time off, healthcare benefits, and a 401(k) with employer match. We support education reimbursements for certifications, degrees, or professional development. We emphasize professional growth, teamwork, and excellence. Kentro holds ISO certifications (27001:2013, 20000-1:2011, 9001:2015) and CMMI ML 3 ratings (DEV and SVC).

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