Customer Service Engineer (System Administrator) (ESOM)

IT Concepts • Prescott, AZ

85d

About The Position

Kentro is hiring an experienced Customer Service Engineer (System Administrator) 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. The VA provides support staff across 100+ CONUS and OCONUS locations including difficult-to-accommodate locales, such as high cost of living or under supported economic areas, where VA offices or facilities may be located and require onsite services. A Customer Service Engineer is able to quickly respond to end user requests for assistance when existing manuals and scripted responses are not sufficient to meet user needs. Must be able to interact with customers and diagnose problems and lead customers through the necessary steps to correct their issues. Must have experience in conducting routine system administration tasks and logging data in system admin logs.

Requirements

• Bachelor's degree in computer science, electronics engineering or other engineering or technical discipline.
• 2+ years of relevant experience.
• 8 years of additional relevant experience may be substituted for education.
• Experience in conducting routine system administration tasks and logging data in system admin logs.
• Knowledge on a number of debugging protocols and processes.
• Adept knowledge in IT principles and practices, proficiency with Microsoft Office applications, and a basic understanding of system administration in a Windows environment.
• Possessing the physical capability to handle demanding tasks such as lifting equipment up to 50 pounds and navigating through facility spaces to access and repair equipment.

Responsibilities

• 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 both hardware and software components.
• Assist 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 assist in the configuration and support of local and wide area network services.
• Monitor open tickets in VA's ServiceNow customer incident ticketing system to ensure adherence to business processes, and any discrepancies identified shall be reported with proposed corrective actions for approval before implementation.
• Utilize debugging protocols and processes.
• Troubleshoot problems and issues identified by customers and implement corrective actions quickly.

Benefits

• Competitive benefits package including paid time off.
• Healthcare benefits.
• Supplemental benefits.
• 401k including an employer match.
• Education reimbursement for certifications, degrees, or professional development.
• Flexibility for professional growth and networking.
• Fun activities - virtual and in-person events.
• Charity galas/events.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree
• Number of Employees: 11-50 employees