Customer Service Engineer; VA ESOM - Major Activation

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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 provides comprehensive 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.

Location:

Onsite – Oklahoma City VHCS, 921 NE 13th Street, Oklahoma City, OK 73104.

• Support the Government with 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; 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.
• Possess the physical capability to lift equipment up to 50 pounds and navigate facility spaces (bending, twisting, squatting, reaching, climbing, crawling) 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 evolve into issues.
• Continuous improvement:
  Seek feedback to improve both personal performance and customer experience.
• Ownership:
  Take responsibility for resolving issues from start to finish.

• May be asked to provide additional support during temporary periods of increased workload (surge capacity). Requests will be coordinated in advance; events may require travel for up to 2 weeks at a time, equaling 12 consecutive days, departing on Monday and returning on Friday of the following week.
• Overtime is not authorized for any work related to surge capacity.
• For work‑related travel, Kentro will pre‑pay specific expenses (airfare and hotel). Out‑of‑pocket expenses require submission of an expense report in accordance with Kentro policy. Expense reimbursements are paid weekly. Per diem for meals and lodging will be provided for overnight stays based on GSA Per Diem Rates for that location.

• Bachelor's degree in computer science, electronics engineering, or another engineering/technical discipline, or 8 years of relevant experience may substitute for education.
• 2+ years of experience in IT Technical Support, Help Desk, or System Administration.
• Must be able to meet the physical requirements of the role as listed in the job description.

• Experience conducting routine system administration tasks and logging data in system admin logs.
• Knowledge of multiple 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 obtain a Public Trust Suitability clearance.
• Must meet updated :…