Customer Service Engineer; VA ESOM - IRP

Customer Service Engineer (VA ESOM - IRP)

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities. By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones.

Location: Onsite – Hershel "Woody" Williams VA Medical Center – 1540 Spring Valley Drive, Huntington, WV

Duration of Position: One‑year, with possibility of extension.

• Support the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment.
• 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 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.
• Utilize debugging protocols and processes and troubleshoot problems identified by customers, implementing corrective actions quickly.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Possess the physical capability to lift equipment up to 50 pounds, bend, twist, squat, reach, climb, and crawl to navigate facility spaces; stand and move throughout the work area for prolonged periods.

• Active listening:
  Understand customer needs 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 become issues.
• Continuous improvement:
  Seek feedback to improve both personal performance and the customer experience.
• Ownership:
  Take responsibility for resolving issues from start to finish.

• The engineer may be asked to provide additional support during temporary surge capacity periods up to 12 consecutive days.
• Overtime is not authorized for surge capacity work.
• Kentro will pre‑pay specific travel expenses (airfare, hotel) for work‑related travel; out‑of‑pocket expenses require an expense report per Kentro policy. Reimbursements are paid weekly. Per diem for meals and lodging will be provided based on GSA Per Diem Rates for the location.

• Bachelor's degree in computer science, electronics engineering, or other engineering or technical discipline, or 8 years of relevant experience can substitute for education.
• 2+ years of experience in IT Technical Support, Help Desk, or System Administration.
• Must be able to meet the physical requirements of the role as 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 understanding of system administration in a Windows environment.

• Willing and able to obtain a Public Trust Suitability clearance.
• Must meet the current  and be willing to update  promptly to complete the suitability process.

Competitive benefits package including paid time off, healthcare, supplemental benefits, 401(k) with employer match, discount perks, rewards, and education reimbursement for certifications, degrees, or…