Customer Service Engineer; VA ESOM

Overview

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is committed to advancing customers' missions, fostering professional growth, and making a positive impact on our communities. 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 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.

A Customer Service Engineer is able to quickly respond to end user requests when manuals and scripted responses are not sufficient. This role requires interaction with customers, diagnosing problems, and guiding customers through corrective steps. The position also involves routine system administration tasks and logging data in system admin logs.

Location: GV (Sonny) Montgomery VAMC in Jackson, MS

• Support the Government with 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 components.
• Set up and maintain user accounts, interface with other software applications, compile reports, and respond to customer requests.
• Maintain 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 incident system to ensure adherence to business processes; report discrepancies with proposed corrective actions for approval before implementation.
• Work environment includes sedentary and active elements; handle electronic components safely to prevent injuries or equipment damage.
• Utilize debugging protocols and processes; troubleshoot issues identified by customers and implement corrective actions quickly.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Possess physical capability to handle tasks such as lifting up to 50 pounds and performing movements to access and repair equipment.
• 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 escalate into issues.
• Continuous improvement: Seek feedback to improve 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 surge periods. Travel may require up to 2 weeks at a time, with travel patterns determined in advance.
• 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 require submission of an expense report per Kentro policy. Expense reimbursements are paid weekly. Per diem for meals and lodging will be provided based on the 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 in IT Technical Support, Help Desk, or System Administration.
• Candidates must be able to meet the physical requirements of the role as listed in the job description.

• Experience in 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, 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 : https://(Use the "Apply for this Job" box below).-documents
• If you do not currently meet the , you must be willing and able to update your current forms of  complete the suitability process successfully.
• Health requirements: due to on-site VA support, facility-specific vaccination and testing…