Customer Service Engineer IRP (VA ESOM)

Kentro • Reno, NV

6d • Onsite

About The Position

Kentro is hiring an experienced Customer Service Engineer to support its VA End Point Support and Operations Monitoring contract. The role provides onsite and remote technical support to Department of Veterans Affairs customers, including VA employees and contractors using government-furnished IT equipment and infrastructure. The position is onsite at the Ioannis A. Lougaris VA Medical Center in Reno, Nevada, with a scheduled shift of 7:00 a.m. to 3:30 p.m. The anticipated base compensation is $28.00–$32.00 per hour.

The engineer responds to end-user requests when manuals or scripted responses are insufficient, diagnoses issues, and guides customers through solutions. The role includes routine system administration, maintaining system administration logs, supporting computer hardware and software, and monitoring customer incidents in VA's ServiceNow ticketing system. Work combines sedentary and active tasks and requires careful handling of electronic components and adherence to safety precautions.

The position may involve coordinated surge-capacity travel for periods of increased workload. Depending on the event, travel may last 12 consecutive days, departing Monday and returning the following Friday. Overtime is not authorized for surge-capacity work. Kentro pre-pays specified travel expenses, and eligible out-of-pocket expenses are reimbursed under company policy. Per diem for meals and lodging is provided for overnight stays according to applicable GSA rates.

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).
• Must be willing and able to obtain Public Trust Suitability clearance.
• Must meet updated identification requirements, or be willing and able to update identification forms 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.
• Ability to travel for coordinated surge-capacity assignments when required.

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

• 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 and 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 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 clearly and empathetically with customers, listen actively, build rapport, and maintain a professional demeanor.
• Anticipate customer needs, seek feedback for continuous improvement, and take ownership of issues through resolution.
• Provide additional surge-capacity support and travel when coordinated in advance, as required by an 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.
• 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