Customer Service Engineer Security Clearance

We are hiring an experienced Customer Service Engineer to support the VA-ESOM End Point Support and Operations Monitoring contract across the United States. The role provides both onsite and remote support for VA customers, assisting over 340,000 VA employees and contractors.

Onsite at 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.
• Deliver both remote and desk‑side technical support, respond to IT support tickets, and perform diagnostic and repair activities on hardware and software components.
• Set up and maintain user accounts, interface with software applications, compile reports, and respond to customer requests.
• Maintain 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 corrective actions for approval.
• Operate in a work environment that involves both sedentary and active elements, handling electronic components with care and adhering to safety precautions.
• Utilize debugging protocols and processes to troubleshoot problems identified by customers and implement corrective actions quickly.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Physically 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.
• Communication & Interpersonal Skills
  • 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.
• Customer‑Centric Mindset
  • Proactive attitude:
    Anticipate customer needs before they become issues.
  • Continuous improvement:
    Seek feedback to improve both personal performance and customer experience.
  • Ownership:
    Take responsibility for resolving issues from start to finish.

• Engineers may be required to provide additional support during temporary surge capacity periods, potentially traveling for up to 12 consecutive days, departing on Monday and returning on the following Friday.
• Overtime is not authorized for any work during surge capacity.
• For work‑related travel, Kentro will pre‑pay airfare and hotel. Out‑of‑pocket expenses require an expense report. Per diem for meals and lodging is provided for overnight stays based on GSA Per Diem Rates.

• Bachelor’s degree in computer science, electronics engineering, or a related technical discipline, or 8 years of relevant experience.
• Minimum of 2 years of experience in IT technical support, help desk, or system administration.
• Must be able to meet the physical requirements of the role.
• Preferred:
  • Experience conducting routine system administration tasks and logging data in system admin logs.
  • Knowledge of debugging protocols and processes.
  • Proficiency with Microsoft Office applications and basic understanding of Windows system administration.
• Must be willing and able to obtain a Public Trust Suitability clearance.

• US Citizen or Green Card holder.
• Willing and able to obtain a Public Trust Suitability clearance.
• Must meet updated  (e.g., passport, driver’s license, or state ).

• Competitive benefits package including paid time off, healthcare benefits, supplemental benefits, and a 401(k) with an employer match.
• Educational reimbursement for certifications, degrees, and professional development.
• Discount perks, rewards, and more.
• Retirement and financial planning resources.

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. We are committed to compliance with VEVRAA and other applicable equal‑employment‑opportunity laws and regularly review our policies to ensure effectiveness.

We look forward to your application. All applicants are considered based on qualifications and merit.