Customer Service Engineer Security Clearance

Kentro is hiring an experienced Customer Service Engineer to support our VA-ESOM
- End Point Support and Operations Monitoring contract across the United States.

James H. Quillen VA Medical Center, Mountain Home, TN

• 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, responding to IT support tickets, and performing diagnostic and repair activities on hardware and software components.
• Setup 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 & client applications, and configure local & 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.
• Utilize debugging protocols and processes to troubleshoot problems and issues identified by customers, implementing corrective actions quickly.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Handle physical tasks such as lifting equipment up to 50 pounds and navigating facility spaces safely.
• 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 issues arise.
• Continuous improvement:
  Seek feedback to improve performance and customer experience.
• Ownership:
  Take responsibility for resolving issues from start to finish.

• Engineers may be requested to provide surge capacity, potentially traveling up to 2 weeks at a time (12 consecutive days) for temporary periods of increased workload.
• Overtime is not authorized for any work to include this surge capacity.
• For work-related travel, Kentro will pre-pay specific expenses (airfare and hotel); out-of-pocket expenses must be submitted for reimbursement per Kentro policy. Expense reimbursements are paid weekly. Per diem for meals and lodging will be provided based on GSA Per Diem rates for that location.

• Bachelor's degree in computer science, electronics engineering, or related technical discipline. Alternatively, 8 years of additional relevant experience may substitute for education.
• 2+ years of IT Technical Support, Help Desk, or System Administration experience.
• Experience conducting routine system administration tasks and logging data in system admin logs.
• Knowledge of debugging protocols and processes.
• Proficiency with Microsoft Office applications; basic understanding of Windows system administration.
• Clearance: US Citizen or Green Card holder; willingness to obtain Public Trust Suitability clearance; meet updated  listed in the official source.

• Competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k with employer match, discount perks, rewards, and more.
• Education reimbursement for certifications, degrees, or professional development, subject to IRS limitations.
• Paid time off and holiday scheduling.

Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, veteran status, or any other status protected by applicable federal, state, or local law. Kentro is strongly committed to compliance with VEVRAA and other applicable laws.