Customer Service Engineer (VA ESOM)

Kentro • Salt Lake City, UT

1d • Onsite

About The Position

Kentro is hiring an experienced Customer Service Engineer to support its VA End Point Support and Operations Monitoring (VA-ESOM) contract. The role provides onsite and remote support to IT customers across VA Administrations and special program offices, including employees and contractors who use government-furnished IT equipment and infrastructure. The position is based onsite at the George E. Wahlen VA Medical Center in Salt Lake City, Utah, and is scheduled Monday through Friday, 8:00 a.m. to 4:30 p.m.

The engineer responds to end-user requests when manuals or scripted responses are insufficient, diagnoses issues, and guides customers through solutions. The role also includes routine system administration, recording information in system administration logs, installation and maintenance of computer systems and equipment, ticket handling, and support for accounts, applications, connectivity, and network services. Periods of surge support may involve coordinated travel for up to 12 consecutive days. Overtime is not authorized for surge-capacity work.

The anticipated base compensation is $28.00–$32.00 per hour. Final compensation depends on factors including skills, experience, education, certifications, work location, security clearance requirements, market conditions, internal equity, and contract requirements. The position requires meeting physical demands that include lifting equipment up to 50 pounds and moving through facility spaces to access and repair equipment. Candidates must be U.S. citizens or lawful permanent residents and be willing and able to obtain Public Trust Suitability clearance. Facility-specific vaccination and testing requirements may apply.

Requirements

• Bachelor’s degree in computer science, electronics engineering, or another engineering or technical discipline, or eight 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; bending, twisting, squatting, reaching, climbing, and crawling; and standing and moving for prolonged periods.
• U.S. citizenship or lawful permanent resident status (Green Card).
• Willingness and ability to obtain Public Trust Suitability clearance.
• Meet updated identification requirements and, if needed, update current identification documents in a timely manner for 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.

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.
• Basic understanding of system administration in a Windows environment.

Responsibilities

• Install, maintain, test, and troubleshoot computer systems and equipment to ensure operation and user satisfaction.
• Provide remote and desk-side technical support, respond to IT support tickets, and diagnose and repair hardware and software.
• Set up and maintain user accounts, interface with software applications, compile reports, and respond to customer requests.
• Maintain Active Directory and other system accounts; support connectivity, client applications, and local and wide area network services.
• Monitor open tickets in VA’s 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.
• Troubleshoot customer-reported problems and implement corrective actions promptly.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Handle equipment and navigate facility spaces to access and repair equipment while following safety precautions.
• Provide additional surge-capacity support when requested and coordinated in advance; this may involve travel for up to 12 consecutive days.
• Communicate clearly and empathetically with customers, build rapport, take ownership of issue 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, subject to IRS limitations.
• Work-related travel expenses such as airfare and hotel may be prepaid; eligible out-of-pocket expenses can be reimbursed under company policy.
• Per diem for meals and lodging for overnight work-related travel, based on GSA rates.
• Company activities, including virtual and in-person social, holiday, fitness, wellness, and annual events.

What This Job Offers

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