Customer Service Engineer (VA ESOM)

Kentro • Cincinnati, OH

11h • Onsite

About The Position

Kentro is hiring an experienced Customer Service Engineer to support its VA End Point Support and Operations Monitoring (VA-ESOM) contract. The role provides onsite and remote technical support to IT customers across VA Administrations and special program offices. The position is based onsite at the Cincinnati VA Medical Center and may include coordinated temporary surge support at other locations, potentially involving travel for 12 consecutive days.

The engineer responds to end-user requests that cannot be resolved using existing manuals or scripted responses, diagnoses problems, and guides customers through solutions. The role also involves routine system administration and logging, support for computer systems and equipment, account and application support, ticket monitoring, and hardware and software troubleshooting. The work includes both sedentary and active tasks, including equipment handling and movement around facilities.

Candidates 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. Overtime is not authorized for surge capacity work.

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 degree.
• 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 performing the listed movement and access tasks.
• U.S. citizenship or lawful permanent resident status (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 promptly to complete the suitability process.
• 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, professional demeanor, and customer-focused ownership.

Nice To Haves

• Experience conducting routine system administration tasks and recording data in system administration logs.
• Knowledge of debugging protocols and processes.
• Strong 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.
• 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, client applications, and 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 investigate customer-reported problems and implement corrective actions promptly.
• Facilitate equipment returns and deployments, including unboxing, inventorying, and verification.
• Handle and access equipment in facility spaces, including lifting equipment up to 50 pounds and bending, twisting, squatting, reaching, climbing, and crawling as needed.
• Stand and move throughout the work area for prolonged periods.
• Communicate clearly and empathetically with customers, build trust and rapport, anticipate customer needs, seek feedback, and take ownership of issues through resolution.
• Provide additional support during coordinated temporary surge periods, which may require travel for 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, subject to IRS limitations.
• 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