Customer Service Engineer (VA ESOM)

Kentro • Martinsburg, WV

4d • Onsite

About The Position

Kentro is hiring an experienced Customer Service Engineer to support its VA End Point Support and Operations Monitoring contract across the United States. The contract provides onsite and remote IT support to customers across VA Administrations and special program offices, including VA employees and contractors using government-furnished IT equipment and infrastructure. This role is based onsite at the Martinsburg VA Medical Center in Martinsburg, West Virginia, and provides technical assistance when existing manuals and scripted responses are insufficient. The engineer interacts with customers, diagnoses problems, guides users through resolutions, performs routine system administration tasks, and records data in system administration logs.

The position supports installation, maintenance, testing, and troubleshooting of computer systems and equipment. Work includes remote and desk-side support, ticket response, diagnostics and repairs, account and application support, connectivity and network support, equipment deployment and returns, and monitoring tickets in VA’s ServiceNow system. The role has both sedentary and active elements and requires careful handling of electronic components and compliance with safety precautions.

The regular schedule is Monday through Friday, 7:30 a.m. to 4:00 p.m. Eastern. The engineer may be asked to provide surge-capacity support during temporary increases in workload. Such assignments 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. For work travel, Kentro prepays specified airfare and hotel expenses; other out-of-pocket expenses are reimbursed through expense reports, and per diem for meals and lodging is provided for overnight stays based on 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 place of the education requirement.
• 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 holder).
• 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 evidence 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.
• Overtime is not authorized for surge-capacity work.

Nice To Haves

• Experience conducting routine system administration tasks and recording 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 support optimal operation and user satisfaction.
• Provide remote and desk-side technical support, respond to IT support tickets, and perform diagnostic and repair activities on hardware and software.
• Set up and maintain user accounts, interface with software applications, compile reports, and respond to customer requests.
• Assist with maintenance of Active Directory and other system accounts; support connectivity and client applications; and assist with 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 problems and issues and implement corrective actions promptly.
• Facilitate equipment returns and deployments, including unboxing, inventorying, and verification.
• Handle equipment and navigate facility spaces as needed to access and repair equipment, while following safety precautions.
• Communicate with customers through active listening, clear explanations, empathy, relationship building, and professional conduct.
• Anticipate customer needs, seek feedback for continuous improvement, and take ownership of issue resolution from start to finish.
• Provide additional surge-capacity support when requested and coordinated, which may involve travel.

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.
• Opportunities and flexibility for 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