Customer Service Engineer IRP (VA ESOM)

Kentro • Proviso Township, IL

2d • Onsite

About The Position

Kentro is hiring an experienced Customer Service Engineer to support its VA-ESOM (End Point Support and Operations Monitoring) contract at the Edward Hines Jr. VA Hospital in Hines, Illinois. The role provides onsite and remote support to VA IT customers, including employees and contractors using government-furnished equipment and infrastructure. The engineer responds to end-user requests when manuals and scripted responses are insufficient, diagnoses problems, guides customers through solutions, and performs routine system administration tasks and logging.

The role includes installing, maintaining, testing, and troubleshooting computer systems and equipment; providing desk-side and remote support; resolving hardware and software issues; maintaining user and Active Directory accounts; supporting connectivity, client applications, and network services; and monitoring incident tickets in VA’s ServiceNow system. It also involves equipment deployments and returns, inventory work, and adherence to safety precautions when handling electronic components. The position is onsite and may involve temporary surge assignments requiring travel for up to 12 consecutive days. Overtime is not authorized for surge capacity work.

The anticipated base compensation is $28.00–$32.00 per hour. Applicants must be U.S. citizens or lawful permanent residents and willing and able to obtain Public Trust Suitability clearance. Facility-specific vaccination and testing requirements may apply. The position requires a bachelor’s degree in computer science, electronics engineering, or another engineering or technical discipline, or eight additional years of relevant experience in place of the degree, and at least two years of IT technical support, help desk, or system administration experience.

Requirements

• Bachelor’s degree in computer science, electronics engineering, or another engineering or technical discipline, or eight 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.
• U.S. citizenship or lawful permanent resident status.
• Willingness and ability to obtain a Public Trust Suitability clearance.
• Ability to meet updated identification requirements and, if necessary, update identification documents in a timely manner.
• May be required to provide proof of current facility-specific vaccinations and testing, including yearly flu vaccination, tuberculosis testing with a negative result, and vaccination records or titer testing for MMR, Hepatitis B, and/or Varicella.
• Strong active listening, clear verbal and written communication, empathy, relationship-building, and professional customer-service skills.
• Proactive, customer-centered approach, including ownership of issues and willingness to pursue continuous improvement.

Nice To Haves

• Experience conducting routine system administration tasks and logging data in system administration logs.
• Knowledge of debugging protocols and processes.
• Adept knowledge of IT principles and practices.
• Proficiency with Microsoft Office applications.
• 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.
• 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 assist with configuring and supporting local and wide area network services.
• Monitor open tickets in VA’s ServiceNow customer incident ticketing system for adherence to business processes, report discrepancies, and propose corrective actions for approval before implementation.
• Use debugging protocols and processes to troubleshoot customer-reported problems and implement corrective actions promptly.
• Facilitate equipment returns and deployments, including unboxing, inventorying, and verification.
• Handle electronic components carefully and follow safety precautions to prevent injury or equipment damage.
• Communicate clearly and empathetically with customers, listen to their needs, build trust, maintain a professional demeanor, and take ownership of issues through resolution.
• Anticipate customer needs and seek feedback to improve individual performance and the customer experience.
• Provide additional support during coordinated surge-capacity periods, which may require travel for up to 12 consecutive days.

Benefits

• Paid time off.
• Healthcare benefits.
• Supplemental benefits.
• 401(k) with employer match.
• Discount perks and rewards.
• Education reimbursement for certifications, degrees, and professional development.
• Activities and events, including fitness and wellness events, holiday events, happy hours, and annual celebrations.
• For work-related travel, Kentro pre-pays airfare and hotel; eligible out-of-pocket expenses may be reimbursed, and per diem for meals and lodging is provided for overnight stays based on GSA rates.

What This Job Offers

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