Customer Service Engineer (VA ESOM)

Kentro • Landover, MD

6d • 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 supports the Department of Veterans Affairs by providing onsite and remote IT support to customers across VA Administrations and special program offices. The position is onsite at VACO in Landover, Maryland, Monday through Friday, 7:30 a.m. to 4:00 p.m. EST. The anticipated base compensation is $28.00–$32.00 per hour.

The Customer Service Engineer responds to end-user requests when manuals or scripted responses are insufficient, diagnoses issues, and guides customers through solutions. The role also involves routine system administration and logging activities, technical support for hardware and software, ticket management, and equipment deployment and returns. Occasional surge-capacity support may involve coordinated travel for up to 12 consecutive days. Overtime is not authorized for surge-capacity work.

The work includes both sedentary and active tasks. Physical duties include handling electronic components and equipment weighing up to 50 pounds, bending, twisting, squatting, reaching, climbing, crawling, and standing or moving around the work area for prolonged periods. Candidates must be a U.S. citizen or lawful permanent resident and be willing and able to obtain Public Trust Suitability clearance. Facility-specific vaccination and testing requirements may apply.

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.
• U.S. citizenship or lawful permanent resident status (Green Card).
• Willingness and ability to obtain Public Trust Suitability clearance.
• Must meet updated identification requirements and, if necessary, 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.
• Strong active listening, clear verbal and written communication, empathy, relationship-building, and professional demeanor.
• Proactive, customer-focused approach, including ownership of issues and willingness to seek feedback and improve.

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 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 with Active Directory and other system accounts, connectivity, client applications, and configuration and support of 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.
• Provide additional support during coordinated surge-capacity periods, which may require travel for up to 12 consecutive days.
• Demonstrate active listening, clear customer-friendly communication, empathy, relationship building, and professional conduct.
• Anticipate customer needs, seek feedback for continuous improvement, and take ownership of issues through resolution.
• Handle equipment up to 50 pounds and perform required movement and positioning tasks, including bending, twisting, squatting, reaching, climbing, crawling, standing, and walking.

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.
• Professional growth and networking opportunities.
• Fitness and wellness events, social activities, holiday events, annual celebrations, and charity events.

What This Job Offers

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