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 fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities. By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones.

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 is responsible for providing 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.

Location:

Onsite Ralph H Johnson VAMC (Charleston, SC).

• Support the Government with installation, maintenance, testing, and troubleshooting of computer systems and equipment.
• Provide 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 proposed corrective actions for approval.
• Perform debugging protocols and processes and troubleshoot problems identified by customers.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Handle demanding physical tasks (lifting equipment up to 50 pounds, bending, twisting, squatting, reaching, climbing, crawling). Stand and move throughout the work area for prolonged periods.

• Active listening and clear verbal and written communication.
• Empathy, relationship building, and professional demeanor.
• Proactive attitude, continuous improvement, and ownership of issue resolution.

• May be required to provide surge capacity support, potentially involving 2‑week deployments (12 consecutive days).
• Overtime is not authorized.
• Travel expenses (airfare, hotel) prepaid by Kentro; out‑of‑pocket expenses submitted via expense report. Per diem for meals and lodging based on GSA rates.

• Bachelor’s degree in computer science, electronics engineering, or related technical discipline, or 8+ years of relevant experience.
• 2+ years of IT technical support, help desk, or system administration experience.
• Physical ability to meet job requirements.

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

• US citizen or green card holder.
• Willing and able to obtain Public Trust suitability clearance. Must meet updated  (https://(Use the "Apply for this Job" box below).). If not current, must be willing to update .

• Annual flu vaccination.
• Tuberculosis testing with negative result.
• Vaccination records or titer testing for MMR, Hepatitis B, and/or Varicella.

• Competitive benefits package including paid time off, healthcare, supplemental benefits, 401(k) with employer match, discount perks, rewards, and more.
• Education reimbursement for certifications, degrees, and professional development.
• Access to virtual and in‑person wellness events, annual celebrations, and charity events.

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. Kentro is committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. All protected veterans are encouraged to self‑identify during the application process;

this information is confidential and voluntary.

Reasonable accommodations are available for qualified individuals with disabilities. To discuss accommodations, email careers.