Customer Service Engineer; VA ESOM

Responsibilities

• 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 VA’s Service Now customer incident ticketing system to ensure adherence to business processes, and any discrepancies identified shall be reported with proposed corrective actions for approval before implementation.
• The work environment involves both sedentary and active elements, requiring careful handling of electronic components and adherence to safety precautions to prevent injuries or equipment damage.
• Utilize debugging protocols and processes.
• Troubleshoot problems and issues identified by customers and implement corrective actions quickly.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Possessing the physical capability to handle demanding tasks such as lifting equipment up to 50 pounds and bending, twisting, squatting, reaching, climbing, and crawling to navigate through facility spaces to access and repair equipment.
• Stand and move throughout the work area for prolonged periods.

• 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 escalated into issues.
• Continuous improvement: Seek feedback to improve both personal performance and customer experience.
• Ownership: Take responsibility for resolving issues from start to finish.

• Surge capacity: May be asked to provide additional support during temporary periods of increased workload with 2 weeks 12 consecutive days, Monday to Friday.
• Overtime: Not authorized for any work to include this surge capacity.
• Expenses: Kentro will pre-pay specific expenses (airfare, and hotel); out-of-pocket expenses require submission and reimbursement weekly. Per diem for meals and lodging per GSA rates for overnight stays.

• Bachelor's degree in computer science, electronics engineering, or other engineering or 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.
• Candidates must be able 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 on a number of debugging protocols and processes
• Adept knowledge in IT principles and practices, proficiency with Microsoft Office applications, and a basic understanding of system administration in a Windows environment

• US Citizen or Green card holder
• Willing and able to get a Public Trust Suitability clearance
  • Must meet updated : https://(Use the "Apply for this Job" box below).-documents
  • If you do not currently meet the  outlined, you must be willing and able to update your current forms of  a timely manner to complete the suitability process successfully.

• Yearly Flu Vaccination
• Tuberculosis testing with a negative result
  
  Vaccination records or titer…