Customer Service Engineer; VA ESOM; GV Sonny Montgomery

Overview

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.

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, supporting over 340,000 employees and thousands of contractors. A Customer Service Engineer must respond quickly to end‑user requests, diagnose problems, lead customers through resolution steps, and perform routine system administration tasks.

Location:

GV (Sonny) Montgomery VAMC in Jackson, MS.

• Support the Government with installation, maintenance, testing, and troubleshooting of computer systems and equipment to ensure optimal operation and user satisfaction.
• Deliver both remote and desk‑side technical support, respond to IT support tickets, and perform diagnostic and repair activities on hardware and software components.
• Set up and maintain user accounts, interface with other software applications, compile reports, and respond to customer requests.
• Maintain Active Directory and other system accounts, support connectivity and client applications, and facilitate configuration and support of local and wide area network services.
• Monitor open tickets in VA’s Service Now customer incident ticketing system, ensure adherence to business processes, and report discrepancies with proposed corrective actions for approval.
• Handle physical tasks such as lifting equipment up to 50 pounds, bending, twisting, squatting, reaching, climbing, and crawling to access and repair equipment; stand and move throughout the work area for prolonged periods.
• Utilize debugging protocols and processes, troubleshoot problems identified by customers, and implement corrective actions quickly.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.

• 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 become 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 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 up to 12 consecutive days (two weeks). Overtime is not authorized for surge capacity work. For related travel, Kentro will pre‑pay specific expenses (airfare and hotel). Out‑of‑pocket expenses must be submitted for reimbursement per Kentro policy.

Per diem for meals and lodging will be provided for overnight stays based on GSA Per Diem Rates.

• Bachelor’s degree in computer science, electronics engineering, or another 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.
• Ability to meet the physical requirements of the role as listed in the job description.
• Experience in conducting routine system administration tasks and logging data in system admin logs.
• Knowledge of…