Customer Service Engineer (VA ESOM)

Kentro • Charlotte Hall, MD

22h • Onsite

About The Position

Kentro is hiring an experienced Customer Service Engineer to support its VA End Point Support and Operations Monitoring contract. The contract provides onsite and remote IT support to customers across VA Administrations and special program offices, including VA employees and contractors using government-furnished IT equipment and infrastructure. Support is delivered across more than 100 CONUS and OCONUS locations.

The role responds to end-user requests that cannot be resolved using existing manuals or scripted responses. The engineer interacts with customers, diagnoses problems, guides them through corrective steps, performs routine system administration tasks, and records data in system administration logs. This position is onsite at the Charlotte Hall VA Clinic in Charlotte Hall, Maryland. The anticipated base compensation is $28.00–$32.00 per hour.

The role combines desk-side and remote support with installation, maintenance, testing, troubleshooting, and repair of computer systems and equipment. It also involves account and network support, monitoring incident tickets, and handling equipment deployments and returns. The work includes both sedentary and active tasks, with physical requirements such as lifting equipment up to 50 pounds and moving through work areas to access equipment.

The engineer may be asked to provide temporary surge-capacity support. Such assignments are coordinated in advance and may involve travel for up to 12 consecutive days. Overtime is not authorized for surge-capacity work. For work-related travel, Kentro prepays certain expenses, reimburses eligible out-of-pocket expenses under its policy, and provides per diem for overnight stays based on applicable GSA rates.

Requirements

• Bachelor’s degree in computer science, electronics engineering, or another engineering or technical discipline, or 8 additional years of relevant experience in place of the education requirement.
• At least 2 years of experience in IT technical support, help desk, or system administration.
• Ability to meet the physical requirements of the role, including lifting equipment up to 50 pounds; bending, twisting, squatting, reaching, climbing, and crawling; and standing and moving for prolonged periods.
• Must be a U.S. citizen or lawful permanent resident (Green Card holder).
• Must be willing and able to obtain a Public Trust Suitability clearance.
• Must meet updated identification requirements or be willing and able to update identification documents in time to complete the suitability process.
• May be required to provide proof of current facility-specific vaccinations and testing, including yearly flu vaccination, negative tuberculosis testing, and vaccination records or titer testing for MMR, Hepatitis B, and/or Varicella.
• Strong active-listening, verbal and written communication, customer empathy, relationship-building, and professional-demeanor skills.

Nice To Haves

• Experience conducting routine system administration tasks and recording data in system administration logs.
• Knowledge of debugging protocols and processes.
• Adept knowledge of IT principles and practices, proficiency with Microsoft Office applications, and a basic understanding of system administration in a Windows environment.

Responsibilities

• Install, maintain, test, and troubleshoot computer systems and equipment to support reliable operation and user satisfaction.
• Provide remote and desk-side technical support, respond to IT support tickets, and diagnose and repair hardware and software issues.
• Assist with setting up and maintaining user accounts, interfacing with software applications, compiling reports, and responding to customer requests.
• Assist in maintaining Active Directory and other system accounts; support connectivity, client applications, and local and wide area network services.
• Monitor open tickets in VA’s ServiceNow customer incident ticketing system for adherence to business processes, and report discrepancies with proposed corrective actions for approval before implementation.
• Use debugging protocols and processes to troubleshoot customer problems and implement corrective actions quickly.
• Facilitate equipment returns and deployments, including unboxing, inventorying, and verification.
• Communicate clearly and empathetically with customers, build rapport, take ownership of issue resolution, anticipate customer needs, and seek feedback for continuous improvement.
• Handle electronic components carefully and follow safety precautions to prevent injuries or equipment damage.
• Provide additional support during coordinated surge-capacity periods, which may require travel.

Benefits

• Paid time off.
• Healthcare benefits.
• Supplemental benefits.
• 401(k) with employer match.
• Discount perks and rewards.
• Education reimbursement for certifications, degrees, or professional development, subject to applicable IRS limitations.
• Employee activities and events, including fitness and wellness events and annual celebrations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level