Customer Service Engineer; VA ESOM - IRP

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Location:

Onsite – VA Sierra Nevada HCS, 975 Kirman Ave, Reno, NV 89502

Compensation: $28.37–$32 per hour (geography, market demand, skills, education, experience, and other qualifications may influence pay within this range).

Duration of Position:
Estimated until September 2026, with possibility of extension.

• 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, 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, and report any discrepancies with proposed corrective actions for approval before implementation.
• Work in an environment that 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 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 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 become issues.
• Continuous improvement:
  Seek feedback to improve personal performance and customer experience.
• Ownership:
  Take responsibility for resolving issues from start to finish.

• A Customer Service Engineer may be asked to provide additional support during temporary periods of increased workload, referred to as "surge capacity." These requests are discussed and coordinated beforehand and may require travel for up to 2 weeks at a time, equating to 12 consecutive days.
• Overtime is not authorized for any work, including surge capacity.
• For work‐related travel, Kentro will pre‑pay specific expenses (airfare and hotel); out‑of‑pocket expenses must be submitted with an expense report according to Kentro policy. Expense reimbursements are paid out weekly. Per diem for meals and lodging will be provided for overnight stays based on GSA Per Diem Rates for the location.

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

• Experience conducting routine system administration tasks and logging data in system admin logs.
• Knowledge of debugging protocols and processes.
• Adept knowledge of IT principles and practices, proficiency with Microsoft Office applications, and a basic understanding of system administration in a Windows environment.

• U.S. Citizen or Green Card holder.
• Willing and able to obtain…