Customer Service Engineer; VA ESOM IRP MA Security Clearance

Overview

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Kentro is hiring an experienced Customer Service Engineer to support our VA-ESOM-End Point Support and Operations Monitoring contract across the United States. The VA is responsible for providing 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.

The VA provides support staff across 100+ CONUS and OCONUS locations, including difficult-to-accommodate locales, such as high cost of living or under-supported economic areas.

• 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, respond to IT support tickets, and perform 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 incident ticketing system to ensure adherence to business processes, and report discrepancies with proposed corrective actions for approval before implementation.
• Operate in an environment that may involve sedentary and active elements, handling electronic components with adherence to safety precautions to prevent injuries or equipment damage.
• Utilize debugging protocols and processes; troubleshoot problems identified by customers and implement corrective actions quickly.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Possess the physical capability to handle demanding tasks such as lifting equipment up to 50 pounds and bending, twisting, squatting, reaching, climbing, and crawling to access and repair equipment; stand and move throughout the work area for extended periods.
• Demonstrate strong communication and interpersonal skills, including active listening, clear verbal and written communication, empathy, relationship building, and a professional demeanor.
• Adopt a customer-centric mindset with a proactive attitude, seek continuous improvement, and take ownership of issues from start to finish.

• A Customer Service Engineer may be asked to provide additional support during surge capacity periods. Travel may involve 2 weeks at a time (12 consecutive days), departing Monday and returning the following Friday.
• Overtime is not authorized for surge capacity work.
• Kentro will pre-pay specific travel expenses (airfare, hotel); out-of-pocket expenses require submission of an expense report. Expense reimbursements are paid weekly. Per diem for meals and lodging is provided based on location-specific GSA rates.

• Bachelor s degree in computer science, electronics engineering, or another engineering/technical discipline, or 8 years of additional relevant experience substituted for education.
• 2+ years of experience in IT Technical Support, Help Desk, or System Administration.
• Ability to meet the physical requirements listed in the job description.

• Experience in routine system administration tasks and logging data in system admin logs.
• Knowledge of debugging protocols and IT principles, proficiency with Microsoft Office, and basic understanding of system administration in a Windows environment.
• U.S. Citizenship or Green Card holder; ability to obtain Public Trust suitability clearance.

• Willingness to meet updated  and provide vaccination/testing as required by facility-specific policies (as applicable to Department of Veterans Affairs sites). The Kentro Suitability team will provide guidance on required documentation and accommodations.
• Health requirements may include yearly flu vaccination, tuberculosis testing, and vaccination records or titer testing for MMR, Hepatitis B, and Varicella where applicable.

We offer a competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401(k) with employer match, discount perks, rewards, and more. We invest in our employees with education reimbursement for certifications, degrees, or professional development. Reimbursement amounts may fluctuate due to IRS limitations. We support continuous professional development and offer programs for growth, flexibility for coursework or certification, and opportunities for advancement.

We also host and participate in events to foster a positive and engaging workplace.

Kentro is an equal…