Customer Service Engineer IRP (VA ESOM)

Kentro • Lake City, FL

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 employees and contractors using government-furnished IT equipment and infrastructure. The position is onsite at the Lake City VA Medical Clinic in Lake City, Florida.

The engineer responds to end-user requests when manuals or scripted responses are insufficient, diagnoses problems, and guides customers through solutions. The role also involves routine system administration and maintaining system administration logs. Duties combine desk-side and remote support with installation, maintenance, testing, troubleshooting, account support, ticket monitoring, equipment handling, and customer communication. Temporary surge support may involve coordinated travel for up to 12 consecutive days. Overtime is not authorized for surge-capacity work.

Requirements

• Bachelor's degree in computer science, electronics engineering, or another engineering or technical discipline, or 8 years of additional relevant experience substituted 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; 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).
• Willingness and ability to obtain Public Trust Suitability clearance.
• Must meet updated identification requirements or be willing and able to update identification documents in a timely manner.
• If selected, may be required to provide proof of current facility-specific vaccinations and testing, including yearly flu vaccination, negative tuberculosis testing, and MMR, Hepatitis B, and/or Varicella vaccination records or titer testing.

Nice To Haves

• Experience conducting routine system administration tasks and logging data in system administration logs.
• Knowledge of debugging protocols and processes.
• 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 optimal 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 the VA 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.
• Troubleshoot customer-reported problems and issues and implement corrective actions promptly.
• Facilitate equipment returns and deployments, including unboxing, inventorying, and verification.
• Handle and access equipment in facility spaces while following safety precautions and preventing injury or equipment damage.
• Communicate clearly and empathetically with customers, listen to their needs, build relationships, maintain a professional demeanor, anticipate customer needs, seek feedback, and take ownership of issue resolution.
• 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, or professional development.
• Flexibility to take courses, complete certifications, or pursue professional growth and networking.
• Company-funded virtual and in-person activities, including happy hours, holiday events, fitness and wellness events, and annual celebrations.

What This Job Offers

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