Customer Service Engineer IRP MA (VA ESOM)

Kentro • Biloxi, MS

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 technical support to Department of Veterans Affairs customers, including employees and contractors using government-furnished IT equipment and infrastructure. The position is based onsite at the Biloxi VA Medical Center in Biloxi, Mississippi.

The engineer responds to end-user requests when manuals and scripted responses do not resolve the need, interacts with customers to diagnose problems, and guides them through corrective steps. The role also includes routine system administration tasks and recording data in system administration logs. The work combines sedentary and active duties and requires careful handling of electronic components and adherence to safety precautions. Temporary surge-capacity assignments may involve travel for up to 12 consecutive days, coordinated in advance. Overtime is not authorized, including 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 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.
• Must be a U.S. citizen or lawful permanent resident (Green Card).
• Must be willing and able to obtain a Public Trust Suitability clearance.
• Must meet updated identification requirements or be willing and able to update identification documents in a timely manner.
• May be required to provide proof of current facility-specific vaccinations and testing, including yearly flu vaccination, tuberculosis testing with a negative result, 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, 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 components.
• Help 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 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 adherence to business processes and report discrepancies with proposed corrective actions for approval before implementation.
• Use debugging protocols and processes.
• Troubleshoot customer-identified problems and issues and implement corrective actions quickly.
• Facilitate equipment returns and deployments, including unboxing, inventorying, and verification.
• Interact with customers by listening to their needs, explaining technical issues clearly, showing patience and empathy, building rapport, and maintaining a professional demeanor.
• Anticipate customer needs, seek feedback for continuous improvement, and take ownership of issue resolution from start to finish.

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.
• Funds for 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