Customer Service Engineer (VA ESOM IRP MA)

Kentro • Muskogee, OK

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. 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 onsite at the Jack C. Montgomery VA Medical Center in Muskogee, Oklahoma.

The engineer responds to end-user requests when manuals and scripted responses are insufficient, diagnoses problems, and guides customers through solutions. The role includes routine system administration and logging, installation and troubleshooting of computer systems and equipment, ticket support, account maintenance, application and network support, and equipment deployment and returns. The work involves sedentary and active tasks, careful handling of electronic components, and meeting the physical requirements described in the posting.

The employee may be asked to provide coordinated surge support during temporary workload increases. Depending on the event, this may involve travel for 12 consecutive days, departing Monday and returning the Friday of the following week. Overtime is not authorized for surge-capacity work. Kentro pre-pays certain travel expenses, and reimburses qualifying out-of-pocket expenses under company policy; meal and lodging per diem for overnight stays is based on applicable GSA rates.

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; bending, twisting, squatting, reaching, climbing, and crawling; and standing and moving around the work area 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 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.
• Ability to provide onsite support at the Jack C. Montgomery VA Medical Center in Muskogee, Oklahoma.

Nice To Haves

• Experience conducting routine system administration tasks and recording data in system administration logs.
• Knowledge of debugging protocols and processes.
• 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 optimal operation and user satisfaction.
• Provide remote and desk-side technical support, respond to IT support tickets, and diagnose and repair hardware and software.
• Assist with user-account setup and maintenance, work with software applications, compile reports, and respond to customer requests.
• Assist with Active Directory and other system accounts, connectivity and client applications, and configuration and support of local- and wide-area network services.
• Monitor open tickets in VA’s ServiceNow incident ticketing system for adherence to business processes; report discrepancies and propose corrective actions for approval before implementation.
• Use debugging protocols and processes to troubleshoot customer issues and implement corrective actions promptly.
• Facilitate equipment returns and deployments, including unboxing, inventorying, and verification.
• Communicate clearly and empathetically with customers, listen to their needs, build trust, maintain a professional demeanor, anticipate needs, seek feedback, and take ownership of issue resolution.
• Provide additional coordinated support during temporary surge-capacity periods when requested; travel may be required for up to 12 consecutive days depending on the event.

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-related fluctuations.
• Flexible opportunities to pursue courses, certifications, professional growth, and networking.
• 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