Customer Service Engineer (VA ESOM IRP)

Kentro • Boise, ID

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 at the Boise VA Medical Center in Boise, Idaho. The role provides onsite and remote technical support to Department of Veterans Affairs customers, including employees and contractors using government-furnished IT equipment and infrastructure. The engineer responds to end-user requests when manuals or scripted responses are insufficient, diagnoses issues, guides customers through resolution, performs routine system administration tasks, and records data in system administration logs.

The position supports installation, maintenance, testing, and troubleshooting of computer systems and equipment, along with user accounts, applications, connectivity, and network services. Work includes desk-side and remote ticket support, equipment handling and deployment, and monitoring tickets in the VA ServiceNow incident system. The role is onsite and may involve coordinated surge-capacity 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 in place of the education requirement.
• 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 Public Trust Suitability clearance.
• Must meet updated ID requirements or be willing and able to update current forms of ID 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 customer communication and interpersonal skills, including active listening, clear verbal and written communication, empathy, relationship building, and a professional demeanor.

Nice To Haves

• Experience conducting routine system administration tasks and logging 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 issues.
• Assist with setting up and maintaining user accounts, interfacing with software applications, compiling reports, and responding to customer requests.
• Assist in maintaining Active Directory and other system accounts; support connectivity, client applications, and 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 to troubleshoot customer-reported problems and implement corrective actions quickly.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Communicate clearly and empathetically with customers, listen to their needs, build rapport, and maintain a professional demeanor.
• Anticipate customer needs, seek feedback for continuous improvement, and take ownership of issues through resolution.
• Provide additional support during coordinated periods of increased workload, 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.
• Activities and events, including fitness and wellness events, happy hours, holiday events, annual celebrations, and charity events.

What This Job Offers

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