Customer Service Engineer; VA ESOM

Overview

We are hiring an experienced Customer Service Engineer to support our VA-ESOM End Point Support and Operations Monitoring contract across the United States. The role covers onsite and remote support to IT customers across VA Administrations and special program offices, including over 340,000 VA employees and contractors.

Location:

Onsite - James H. Quillen VA Medical Center (Mountain Home, TN).

• Support installation, maintenance, testing, and troubleshooting of computer systems and equipment.
• Deliver both remote and desk-side technical support, responding to IT support tickets, diagnosing and repairing 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 local and wide area network services.
• Monitor open tickets in VA’s Service Now system, ensuring adherence to business processes and reporting discrepancies with corrective actions.
• Use debugging protocols and processes to troubleshoot issues and implement corrective actions promptly.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Perform physical tasks such as lifting equipment up to 50 pounds and navigating facility spaces to access and repair equipment.
• Maintain a work posture throughout the work area for prolonged periods.
• Communicate clearly and empathetically with customers; demonstrate active listening, clear verbal and written communication, empathy, relationship building, and professional demeanor.
• Maintain a proactive, continuous‑improvement, ownership mindset toward resolving issues from start to finish.
• Provide surge capacity support when requested, which may include short‑term travel and overtime not authorized.
• Travel may be required for up to 12 consecutive days for surge capacity events.

• Bachelor’s degree in computer science, electronics engineering, or related field or 8 years of relevant experience may substitute education.
• 2+ years of experience in IT Technical Support, Help Desk, or System Administration.
• Physical ability to meet role requirements as listed.
• US Citizen or Green Card holder; must be willing and able to obtain Public Trust Suitability clearance.
• Preferred: experience with routine system administration tasks and logging, knowledge of debugging protocols, proficiency with Microsoft Office, and basic Windows system administration.

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 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 committed to compliance with VEVRAA and related laws.