Customer Service Engineer (VA ESOM)

Kentro • City of Syracuse, NY

20h • Onsite

About The Position

Kentro is hiring an experienced Customer Service Engineer to support the VA End Point Support and Operations Monitoring contract. The position provides onsite and remote IT support to VA customers, including employees and contractors using government-furnished equipment and infrastructure. The engineer responds to requests that cannot be resolved through existing manuals or scripted responses, diagnoses issues, guides customers through solutions, performs routine system administration, and records data in system administration logs.

This role is onsite at the Syracuse VA Medical Center in Syracuse, New York, Monday through Friday, 8:00 a.m. to 4:30 p.m. The anticipated base compensation is $28.00–$32.00 per hour. The role may involve temporary surge-capacity support, including travel for up to 12 consecutive days, coordinated in advance. Overtime is not authorized, including for surge-capacity work. Kentro will prepay specified travel expenses, and per diem for meals and lodging is provided for overnight stays based on applicable GSA rates.

The work includes both sedentary and active tasks, careful handling of electronic components, and compliance with safety precautions. The role 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.

Requirements

• Bachelor’s degree in computer science, electronics engineering, or another engineering or technical discipline, or eight years of additional relevant experience in lieu 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 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 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 that facility-specific vaccinations and testing are current, including yearly flu vaccination, tuberculosis testing with a negative result, and vaccination records or titer testing for MMR, Hepatitis B, and/or Varicella.
• Strong customer communication and interpersonal skills, including active listening, clear verbal and written communication, empathy, relationship building, and a professional demeanor.
• Proactive, customer-focused approach, including anticipating needs, seeking feedback, and taking ownership of issue resolution.

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.
• 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.
• Assist with Active Directory and other system accounts, connectivity, client applications, and configuration and support of local and wide area network services.
• Monitor open incidents in VA’s ServiceNow ticketing system for compliance with 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.
• Communicate with customers through active listening, clear explanations, empathy, professionalism, and relationship building.
• Anticipate customer needs, seek feedback for continuous improvement, and take ownership of issues through resolution.
• Provide additional surge-capacity support when coordinated, 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, subject to possible IRS limitations.
• Fitness and wellness events and other virtual and in-person employee activities.
• Per diem for meals and lodging for overnight work travel based on GSA rates.
• Specified travel expenses, including airfare and hotel, are prepaid by Kentro.

What This Job Offers

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