Customer Service Engineer; ESOM - IRP

Thank you for considering IT Concepts dba Kentro. Our dynamic community of experts is fully committed to advancing our customers’ missions, fostering professional growth, and making a positive impact on our communities.

Kentro is hiring an experienced Customer Service Engineer (System Administrator) to support VA-ESOM-End Point Support and Operations Monitoring across the U.S.

Onsite VA Southern Oregon Rehabilitation Center, 8495 Crater Lake Hwy, White City, OR 97503

Estimated one‑year position, with possibility of extension.

Up to two weeks of temporary travel for surge capacity. Overtime not authorized for surge capacity. Expense reimbursement in accordance with Kentro policy.

• Vaccinations may include COVID‑19, Influenza, Measles Mumps & Rubella (MMR), Hepatitis B, and/or Varicella.
• Testing may include Tuberculosis.

• Support the Government with installation, maintenance, testing, and troubleshooting of computer systems and equipment.
• Assist in delivering remote and desk‑side technical support, responding to IT support tickets, and performing diagnostic and repair activities.
• Aid in setting up and maintaining user accounts, interfacing with software applications, compiling reports, and responding to customer requests.
• Assist in maintaining Active Directory and other system accounts, supporting connectivity, and assisting 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.
• 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 physical capability to lift up to 50 pounds and perform bending, twisting, squatting, reaching, climbing, and crawling.

• Bachelor’s degree in computer science, electronics engineering, or other engineering or technical discipline, or 8 years of additional relevant experience may substitute for education.
• 2+ years of experience in IT Technical Support, Help Desk or System Administration.
• Candidates must meet the physical requirements outlined 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.

• Competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k with employer match, and discount perks.
• Education reimbursement for certifications, degrees, or professional development.
• Virtual and in‑person team activities, holiday events, fitness & wellness events, and annual celebrations.
• Inclusive culture prioritizing continuous professional development.

• Identity and Culture:
  We believe in generating success collaboratively, enabling long‑term mission success, and building trust for the next challenge.
• Certifications:
  
  ISO 27001:2013, ISO 20000-1:2011, ISO 9001:2015, CMMI ML 3 (DEV and SVC).
• Industry Recognition:
  Inc 5000’s Fastest Growing Private Companies, DC Metro List Fastest Growing, Washington Business Journal awards, Culture & Diversity awards, and more.

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 federal, state, and local laws governing equal employment opportunity. We encourage protected veterans to self‑identify during the application process.