Customer Service Engineer (VA ESOM)

Kentro • Nashville, TN

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. The role provides onsite and remote IT support to Department of Veterans Affairs customers, including VA employees and contractors using government-furnished IT equipment and infrastructure. The position is based onsite at the Nashville VA Medical Center in Nashville, Tennessee.

The engineer responds to end-user requests when manuals or scripted responses are insufficient, diagnoses problems, guides customers through resolutions, performs routine system administration tasks, and records data in system administration logs. The role combines technical support, equipment handling, and customer service, with potential travel during pre-coordinated surge-capacity periods. Overtime is not authorized for surge-capacity work.

Requirements

• Bachelor's degree in computer science, electronics engineering, or another engineering or technical discipline; alternatively, 8 years of additional relevant experience may substitute for education.
• 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 and bending, twisting, squatting, reaching, climbing, crawling, and standing or moving for prolonged periods.
• Must be a U.S. citizen or lawful permanent resident (Green Card holder).
• Must be willing and able to obtain Public Trust Suitability clearance.
• Must meet updated identification requirements or be willing and able to update identification documents in a timely manner.
• 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.

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, and a basic understanding of system administration in a Windows environment.

Responsibilities

• Install, maintain, test, and troubleshoot computer systems and equipment for the Government.
• Provide remote and desk-side technical support, respond to IT support tickets, and diagnose and repair hardware and software.
• Set up and maintain user accounts, interface with software applications, compile reports, and respond to customer requests.
• Assist with maintaining 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, and report discrepancies with proposed corrective actions for approval before implementation.
• Use debugging protocols and processes to troubleshoot customer 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.
• Provide additional support during coordinated surge-capacity periods, which may involve travel for up to 12 consecutive days.
• Communicate clearly and empathetically with customers, build relationships, anticipate customer needs, seek feedback, and take ownership of issues through resolution.

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 possible IRS limitations.
• Company-funded virtual and in-person activities, including social, holiday, fitness, wellness, and annual events.

What This Job Offers

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