Customer Service Engineer (VA ESOM VACO HQ A - 810 Vermont Ave)

Kentro•Washington, DC

7h•$28 - $32•Onsite

About The Position

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities. By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones. Kentro is seeking an experienced Customer Service Engineer (CSE) to support our VA-ESOM- End Point Support and Operations Monitoring contract. The VA is responsible for providing comprehensive onsite and remote support to IT customers across all VA Administrations and special program offices, including direct support of over 340,000 VA employees and thousands of contractors who use government-furnished IT equipment and infrastructure. The VA provides support staff across 100+ CONUS and OCONUS locations including difficult-to-accommodate locales, such as high cost of living or under supported economic areas, where VA offices or facilities may be located and require onsite services. A Veteran Affairs Central Office (VACO) Customer Service Engineer provides support to over 10,000 devices, as well as VA leadership; the candidate will be part of a team that is responsible for meeting service level metrics. The candidate will also be responsible for providing deskside support, remote support, and technical and operational support for both Windows and Apple operating systems. Candidates are responsible for supporting VACO Campus Customers with respect to computer equipment and the software installed on their systems and ensuring functionality in the VACO environment.

Requirements

Bachelor's degree in computer science, electronics engineering, or other engineering or technical discipline or 8 years of additional relevant experience may be substituted for education.
2+ years of experience in IT Technical Support, Help Desk or System Administration.
Candidates must be able to meet the physical requirements of the role as listed in the job description.
US Citizen or Green card holder
Willing and able to get a Public Trust Suitability clearance
Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents
If you do not currently meet the ID requirements outlined, you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully.
Yearly Flu Vaccination
Tuberculosis testing with a negative result
Vaccination records or titer testing required for Measles Mumps and Rubella (MMR), Hepatitis B, and/or Varicella

Nice To Haves

Experience in conducting routine system administration tasks and logging data in system admin logs
Knowledge on a number of debugging protocols and processes
Adept knowledge in IT principles and practices, proficiency with Microsoft Office applications, and a basic understanding of system administration in a Windows environment

Responsibilities

Leverages their expertise to support the full suite of Microsoft and Apple applications, performing standard network setup at user levels, as well as user training.
Actively engages in learning new technologies and provides quality customer service to ensure no disruption in service.
Provides deskside services by performing installation, configuration, maintenance, and troubleshooting on VACO personal desktop computers (Windows operating system), MAC computers (Apple operating system), laptops, and peripherals such as printers, monitors, and scanners.
Provides support for the latest versions of existing IT applications, IT equipment and products as they are deployed by VACO, including technical support for all IT equipment including computers, laptops, projectors on a continual basis.
Manage ServiceNOW (SNOW) helpdesk tickets and request queues; responsible for updating assigned tickets and requests daily and meeting service level agreements.
Supports imaging and warranty requests for assets located at the VACO warehouse.
The work environment involves both sedentary and active elements, requiring careful handling of electronic components and adherence to safety precautions to prevent injuries or equipment damage.
Ability to support shift work; this schedule may require deviation from a standard 9 am – 5 pm work schedule in order to provide responsive customer support.
Troubleshoot problems and issues identified by customers and implement corrective actions quickly.
Assist with equipment returns, deployments, unboxing, inventorying, and verification.
Possessing the physical capability to handle demanding tasks such as lifting equipment up to 50 pounds and bending, twisting, squatting and crawling to navigate through facility spaces to access and repair equipment.
May support temporary periods of increased workload, referred to as “surge capacity.” These requests would be discussed and coordinated beforehand and could require travel of up to two (2) weeks.

Benefits

We offer competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more.
We invest in our employees – Every employee is eligible for education reimbursement for certifications, degrees, or professional development.
Reimbursement amounts may fluctuate due to IRS limitations.
We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking.
We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.
We work hard; we play hard.
Kentro is committed to incorporating fun into every day.
We dedicate funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations.
In alignment with our commitment to our communities, we also host and attend charity galas/events.
We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.