Customer Service Engineer (VA ESOM)

Kentro • Anchorage, AK

3d • 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 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. The role is based onsite at the Anchorage VA Medical Center in Anchorage, Alaska.

The Customer Service Engineer responds to end-user requests when manuals and scripted responses are insufficient, diagnoses problems, and guides customers through solutions. The position also involves routine system administration tasks and logging data in system administration logs. The work includes both sedentary and active duties, careful handling of electronic components, and compliance with safety precautions.

The employee may be asked to provide additional support during planned surge-capacity periods. Depending on the event, this can involve travel for 12 consecutive days, departing Monday and returning the Friday of the following week. Overtime is not authorized for surge-capacity work. Kentro prepays specified travel expenses, and provides per diem for meals and lodging for overnight stays based on applicable GSA rates.

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 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 performing the listed movement and mobility tasks.
• Must be a U.S. citizen or lawful permanent resident (Green Card holder).
• 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 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 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.
• 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; 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; report discrepancies with proposed corrective actions for approval before implementation.
• Use debugging protocols and processes to investigate customer problems and implement corrective actions promptly.
• Coordinate equipment returns and deployments; unbox, inventory, and verify equipment.
• Handle equipment weighing up to 50 pounds and move through facility spaces to access and repair equipment, including bending, twisting, squatting, reaching, climbing, and crawling.
• Stand and move throughout the work area for prolonged periods.
• Listen actively, communicate technical issues in customer-friendly language, show empathy and patience, build relationships, and maintain a professional demeanor.
• Anticipate customer needs, seek feedback for continuous improvement, and take ownership of issue resolution from start to finish.
• Provide additional support during planned surge-capacity periods, which may involve travel for 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, subject to IRS limitations.
• Per diem for meals and lodging during overnight work-related travel, based on GSA rates.
• Kentro prepays airfare and hotel for work-related travel.

What This Job Offers

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