Customer Service Engineer; VA ESOM - Major Activations

Overview

Thank you for considering IT Concepts dba Kentro. Our dynamic community of experts is 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 to support the VA-ESOM-End Point Support and Operations Monitoring contract across the United States.

The VA provides 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. VA support staff operate across 100+ CONUS and OCONUS locations, including high-cost or under-supported areas where onsite services are required.

Location: Onsite – Pensacola VA Clinic, 790 Veterans Way, Pensacola, FL 32507

Duration of Position: This role has an estimated duration until September 2026, with a strong possibility of extension.

• Support the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment, ensuring optimal operation and user satisfaction.
• Deliver remote and desk-side technical support, respond to IT support tickets, and perform diagnostic and repair activities on hardware and software.
• Assist in setting up and maintaining user accounts, interfacing with software applications, compiling reports, and responding to customer requests.
• Maintain Active Directory and other system accounts, support connectivity and client applications, and assist in configuring and supporting local and wide area network services.
• Monitor open tickets in VA s Service Now system, ensure adherence to business processes, and report discrepancies with proposed corrective actions for approval before implementation.
• Handle a work environment that involves both sedentary and active elements, including safe handling of electronic components.
• Utilize debugging protocols and processes; troubleshoot customer issues and implement corrective actions promptly.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Meet physical requirements of the role (lifting up to 50 pounds, bending, twisting, squatting, reaching, climbing, crawling) to access and repair equipment.
• Stand and move throughout the work area for extended periods.

• Active listening to understand customer needs and concerns before responding.
• Clear verbal and written communication; explain technical issues in simple, customer-friendly language.
• Empathy, relationship building, and professional demeanor in all interactions.

• Proactive attitude; anticipate customer needs before issues escalate.
• Continuous improvement; seek feedback to improve performance and customer experience.
• Ownership; take responsibility for resolving issues from start to finish.

• Surge capacity may require travel for periods up to 2 weeks at a time (12 consecutive days, departing Monday and returning the following Friday). These requests will be discussed and coordinated ahead of time.
• Overtime is not authorized for surge capacity travel.
• Kentro pre-pays airfare and hotel for work-related travel. Out-of-pocket expenses require an expense report per Kentro policy. Expense reimbursements are paid weekly. Per diem for meals and lodging is provided based on the GSA per diem rates for the location.

• Bachelor’s degree in computer science, electronics engineering, or another engineering/technical discipline, or 8 years of relevant experience substituted for education.
• 2+ years of experience in IT technical support, help desk, or system administration.
• Candidates must be able to meet the physical requirements of the role as listed.

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

• US Citizen or Green Card holder; willingness to obtain a Public Trust Suitability clearance.
• Meet updated ; be willing and able to update  needed to complete the suitability process.
• Health requirements: vaccination/testing as required by Department of Veterans Affairs facilities. Guidance provided by the Kentro Suitability team.

We offer a competitive benefits package including paid time off, healthcare, supplemental benefits, a 401(k) with employer match, discounts, and professional development reimbursement. We invest in our employees and support growth through certifications, degrees, and training. We promote a culture of teamwork, dedication, and excellence.

Kentro is an equal opportunity employer. We comply with VEVRAA and other applicable laws. We encourage protected veterans to self-identify during the application process. All applicants will be considered without regard to disability, veteran…