Customer Service Engineer; ESOM - IRP - Troy Bowling Campus

Overview

Kentro is hiring an experienced Customer Service Engineer (System Administrator) 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, including direct support of over 340,000 VA employees and thousands of contractors who use government-furnished IT equipment and infrastructure.

• Support the Government with the 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 both 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; assist in the configuration and support of local and wide area network services.
• Monitor open tickets in VA s Service Now system, ensure adherence to processes, report discrepancies with proposed corrective actions for approval before implementation.
• Handle the physical work environment safely, including lifting up to 50 pounds and moving throughout facility spaces to access and repair equipment.
• Utilize debugging protocols and processes; troubleshoot issues identified by customers and implement corrective actions quickly.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Stand and move throughout the work area for prolonged periods.

Onsite - Lexington VA Medical Center - Troy Bowling Campus, 1101 Veterans Drive, Lexington, KY 40502

Estimated duration of one year, with a possibility of extension.

• May be asked to provide surge capacity; travel up to two weeks could be required. Overtime is not authorized for surge work. Travel expenses are paid via reimbursement following Kentro policy; per diem provided based on GSA rates.

The VHA facility has vaccination and testing requirements. If selected, candidates may need to show proof of current vaccinations and testing. Guidance on documents and accommodations will be provided by VHA.

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

• Bachelor s degree in computer science, electronics engineering, or related technical field, or 8 years of additional relevant experience may substitute for education.
• 2+ years of experience in IT Technical Support, Help Desk, or System Administration.
• Ability to meet physical requirements described in the job description.

• Experience in routine system administration tasks and logging data in system admin logs.
• Knowledge of debugging protocols and processes; IT principles and practices; proficiency with Microsoft Office; basic Windows system administration.

• US Citizen or Green Card holder; willingness to obtain Public Trust Suitability clearance; must meet updated .

Competitive benefits package including paid time off, healthcare, 401k with employer match, education reimbursement for certifications/degrees, and opportunities for professional development. We emphasize teamwork, dedication, and continuous professional growth.

Kentro is an equal opportunity employer. All qualified applicants will receive consideration without regard to disability, veteran status, or any other protected status. We comply with VEVRAA and related laws and encourage protected veterans to self-identify during the application process. This information is confidential and used for reporting and compliance only.

To apply, click the "Apply for this Job" button at the bottom or top of this job description and upload your resume. If you need assistance, email careers.