Customer Service Engineer (VA ESOM - IRP)

Kentro•Huntington, WV

7h•Onsite

About The Position

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. 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. Location: Onsite - Hershel "Woody" Williams VA Medical Center -1540 Spring Valley Drive, Huntington, WV Duration of Position: This role has an estimated duration of one year, with a possibility of extension.

Requirements

Bachelor's degree in computer science, electronics engineering, or other engineering or technical discipline or 8 years of additional relevant experience may be substituted for education.
2+ years of experience in IT Technical Support, Help Desk or System Administration.
Candidates must be able to meet the physical requirements of the role as listed in the job description.
US Citizen or Green card holder
Willing and able to get a Public Trust Suitability clearance
Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents
If you do not currently meet the ID requirements outlined, you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully.

Nice To Haves

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

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.
Aid 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.
Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
Possessing the physical capability to handle demanding tasks such as lifting equipment up to 50 pounds and bending, twisting, squatting, reaching, climbing, and crawling to navigate through facility spaces to access and repair equipment.
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 they escalate into issues.
Continuous improvement: Seek feedback to improve both personal performance and customer experience.
Ownership: Take responsibility for resolving issues from start to finish.

Benefits

We offer competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more.
We invest in our employees – Every employee is eligible for education reimbursement for certifications, degrees, or professional development.
Reimbursement amounts may fluctuate due to IRS limitations.
We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking.
We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.
We work hard; we play hard.
Kentro is committed to incorporating fun into every day.
We dedicate funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations.
In alignment with our commitment to our communities, we also host and attend charity galas/events.
We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.