Customer Service Engineer IRP (VA ESOM)

Kentro • Eugene, OR

2d • Onsite

About The Position

Kentro is hiring an experienced Customer Service Engineer to support the VA-ESOM End Point Support and Operations Monitoring contract. The role provides onsite and remote IT support to Department of Veterans Affairs customers, including employees and contractors using government-furnished IT equipment and infrastructure. The position is onsite at the Eugene VA Clinic in Eugene, Oregon.

The engineer responds to end-user requests when manuals or scripted responses are insufficient, diagnoses issues, and guides customers through resolutions. The role also performs routine system administration tasks and records data in system administration logs. The work includes sedentary and active tasks, careful handling of electronic components, and adherence to safety precautions. Temporary surge support may involve coordinated travel for up to 12 consecutive days. 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 years of additional relevant experience in place 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 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 documents in time 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 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.
• 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 issues.
• Assist with setting up and maintaining user accounts, interfacing with software applications, compiling reports, and responding 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, and report discrepancies with proposed 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 to their needs, build relationships, and maintain a professional demeanor.
• Anticipate customer needs, seek feedback for continuous improvement, and take ownership of issues through resolution.
• Handle equipment weighing up to 50 pounds and perform bending, twisting, squatting, reaching, climbing, and crawling as needed to access and repair equipment.
• Stand and move throughout the work area for prolonged periods.
• Provide additional support during coordinated surge-capacity periods, which may require travel for up to 12 consecutive days.

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