Customer Service Engineer (VA ESOM)

Kentro • San Antonio, TX

1d • 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 support to IT customers across VA Administrations and special program offices, including VA employees and contractors using government-furnished IT equipment and infrastructure. The position is based onsite at Audie L. Murphy Memorial Veterans Hospital in San Antonio, Texas, and is scheduled Monday through Friday, 8:00 a.m. to 4:30 p.m. CST.

The Customer Service 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 tasks, logging system administration data, supporting computer systems and equipment, and helping ensure reliable service and user satisfaction. Temporary surge support may involve travel for up to 12 consecutive days, coordinated in advance. 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 additional years of 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.
• Must be a U.S. citizen or lawful permanent resident (Green Card holder).
• 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 for the suitability process.
• If selected, 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, verbal and written communication, customer service, relationship-building, and professional-interaction skills.

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 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.
• Set up and maintain user accounts, interface with other 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 tickets in VA’s ServiceNow customer incident ticketing system for adherence to business processes; report discrepancies and proposed corrective actions for approval before implementation.
• Use debugging protocols and processes to troubleshoot customer problems and implement corrective actions promptly.
• Facilitate equipment returns and deployments, including unboxing, inventorying, and verification.
• Handle electronic components carefully and follow safety precautions to prevent injury or equipment damage.
• Travel for temporary surge-capacity support when requested and coordinated in advance; some events may require 12 consecutive days of travel.
• Communicate clearly and empathetically with customers, build rapport, take ownership of issues through resolution, and seek feedback for continuous improvement.

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, holiday events, and annual celebrations.

What This Job Offers

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