Customer Service Engineer; VA ESOM - Audie L. Murphy Memorial Veterans Hospital

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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 Veteran Affairs (VA) 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.

Audie L. Murphy Memorial Veterans Hospital - San Antonio, TX

• 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 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 configure local and wide area network services.
• Monitor open tickets in VA's Service Now customer incident ticketing system to ensure adherence to business processes; report discrepancies with proposed corrective actions for approval before implementation.
• Work in both sedentary and active environments, handling electronic components safely and following safety precautions.
• Utilize debugging protocols and processes; troubleshoot problems identified by customers and implement corrective actions quickly.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Physically capable of lifting equipment up to 50 pounds and navigating confined spaces (bending, twisting, squatting, reaching, climbing, crawling).
• Stand and move throughout the work area for prolonged periods.

• Active listening: understand customer needs and concerns 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.

• May be asked to provide surge capacity support; may require travel for up to 12 consecutive days.
• Overtime not authorized for surge capacity work.
• For related travel, Kentro will pre‑pay airfare and hotel; out‑of‑pocket expenses require expense report; per diem for meals and lodging provided based on GSA rates.

• Bachelor's degree in computer science, electronics engineering, or another technical discipline, or 8 years of relevant experience.
• 2+ years of experience in IT Technical Support, Help Desk, or System Administration.
• Must meet all stated physical requirements.

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

• US Citizen or Green Card holder.
• Willing and able to obtain a Public Trust Suitability clearance.
• Must meet updated ; if currently not meeting them, willing to update promptly.

• Yearly flu vaccination.
• Negative tuberculosis test.
• Vaccinations or titer testing for…