Customer Service Engineer (VA ESOM)

Kentro • Madison, WI

5d • 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 customers across VA Administrations and special program offices, serving employees and contractors using government-furnished equipment and infrastructure. The engineer responds to end-user requests that cannot be resolved using existing manuals or scripted responses, diagnoses problems, guides customers through corrective steps, performs routine system administration tasks, and records data in system administration logs.

The position is onsite at William S. Middleton Memorial Veterans Hospital in Madison, Wisconsin, Monday through Friday, 8:00 a.m. to 4:30 p.m. CST. Additional support may be requested during temporary surge periods, which may involve travel for 12 consecutive days. Overtime is not authorized for surge-capacity work. Kentro will pre-pay airfare and hotel for work travel; other eligible out-of-pocket expenses require an expense report, and per diem is provided for overnight stays based on GSA rates.

The work combines sedentary and active duties and requires careful handling of electronic components and compliance with safety precautions. The position requires the ability to lift equipment weighing up to 50 pounds and to bend, twist, squat, reach, climb, crawl, and stand or move around the work area for prolonged periods. Candidates must be U.S. citizens or lawful permanent residents, be willing and able to obtain Public Trust Suitability clearance, and meet current identification requirements. Facility-specific vaccination and testing requirements may apply.

Requirements

• Bachelor’s degree in computer science, electronics engineering, or another engineering or technical discipline, or 8 years of additional relevant experience in lieu of 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.
• U.S. citizenship or lawful permanent resident status (Green Card).
• Willingness and ability to obtain a 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 records or titer testing for MMR, Hepatitis B, and/or Varicella.
• Ability to travel for surge capacity, potentially for 12 consecutive days, when requested.

Nice To Haves

• Experience conducting routine system administration tasks and recording 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

• Support the Government with installation, maintenance, testing, and troubleshooting of computer systems and equipment.
• Provide remote and desk-side technical support, respond to IT support tickets, and diagnose and repair hardware and software.
• 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 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.
• Troubleshoot customer-reported problems and implement corrective actions promptly.
• Facilitate equipment returns and deployments, including unboxing, inventorying, and verification.
• Provide responsive customer assistance, listen to customer needs, explain technical issues clearly, and demonstrate empathy and professionalism.
• Take ownership of issue resolution and seek feedback to improve performance and customer experience.
• Provide additional support during temporary surge-capacity periods when requested, which may involve travel.

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.
• 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