Customer Service Engineer; VA ESOM Security Clearance

Thank you for considering IT Concepts dba Kentro as you advance your career in information technology. Our focus is on delivering high‑quality support to our partners and customers in the Department of Veterans Affairs (VA).

• Install, maintain, test, and troubleshoot computer systems and equipment to ensure optimal operation and user satisfaction.
• Provide both remote and desk‑side technical support, respond to IT support tickets, and conduct 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 configure and support local and wide‑area network services.
• Monitor open tickets in the VA’s Service Now customer incident ticketing system, ensuring adherence to business processes and reporting discrepancies with proposed corrective actions.
• Utilize debugging protocols and processes to troubleshoot problems and issue corrective actions quickly.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.

• Work involves both sedentary and active elements; careful handling of electronic components is required.
• Physically capable of lifting up to 50 pounds and performing bending, twisting, squatting, reaching, climbing, and crawling to access 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 become issues.
• Continuous improvement – seek feedback to improve performance and customer experience.
• Ownership – take responsibility for resolving issues from start to finish.

• May be required to provide surge capacity during temporary periods of increased workload, up to 12 consecutive days per engagement.
• Travel is pre‑paid for airfare and hotel; expenses out of pocket must be reported according to Kentro policy.
• Per diem for meals and lodging is provided for overnight stays based on GSA Per Diem Rates.
• Overtime is not authorized for any work, including surge capacity.

• Bachelor’s degree in computer science, electronics engineering, or a related technical discipline; or eight (8) years of relevant experience may substitute for education.
• At least two (2) years of experience in IT technical support, help desk, or system administration.
• Must meet the physical requirements listed above.

• Experience conducting routine system administration tasks and logging data in system admin logs.
• Knowledge of multiple debugging protocols and processes.
• Proficiency with Microsoft Office applications and basic understanding of Windows system administration.

• US Citizen or Green Card holder.
• Willing and able to obtain a Public Trust suitability clearance.
• Must meet updated . See .
• If current  are not met, the candidate must update  a timely manner to complete the suitability process.

• Yearly flu vaccination.
• Tuberculosis testing with a negative result.
• Vaccination records or titer testing for MMR, Hepatitis B, and/or Varicella.

• Competitive benefits package including paid time off and mandatory health benefits.
• Supplemental benefits and 401(k) plan with employer match.
• Discount perks, rewards, and access to wellness events.
• Paid education reimbursement for certifications, degrees, or professional development.

Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran, or any other status protected by applicable federal, state, or local law. Kentro is strongly committed to compliance with VEVRAA and other applicable employment opportunity laws.