Customer Service Engineer (VA ESOM)

Kentro • Fargo, ND

4d • Onsite

About The Position

Kentro is hiring an experienced Customer Service Engineer to support its VA 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 equipment and infrastructure. The position is based onsite at the Fargo VA Medical Center in Fargo, North Dakota, with a scheduled Monday–Friday shift from 8:00 a.m. to 4:30 p.m. Central Time.

The engineer responds to end-user requests when manuals or scripted responses are insufficient, diagnoses problems, and guides customers through solutions. The role also includes routine system administration and recording information in system administration logs. Temporary surge support may involve coordinated travel for up to 12 consecutive days. Overtime is not authorized for surge-capacity work.

Candidates must meet the stated education or experience pathway, have at least two years of relevant IT support experience, and be able to meet the role’s physical requirements. Applicants must be U.S. citizens or lawful permanent residents and willing and able to obtain Public Trust Suitability clearance. Facility-specific vaccination and testing requirements may apply.

Requirements

• Bachelor’s degree in computer science, electronics engineering, or another engineering or technical discipline, or eight additional years of relevant experience in lieu 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 standing or moving for prolonged periods.
• U.S. citizenship or lawful permanent resident status (Green Card).
• Willingness and ability to obtain Public Trust Suitability clearance.
• Must meet updated identification requirements; if current identification does not meet them, must be willing and able to update it in a timely manner.
• 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.
• Strong customer communication and interpersonal skills, including active listening, clear verbal and written communication, empathy, relationship building, and professional demeanor.
• Customer-focused approach, including proactively anticipating needs, seeking feedback for improvement, and taking ownership of issues through resolution.

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, 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, 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.
• Handle equipment and work in facility spaces while following safety precautions; the role includes lifting, bending, twisting, squatting, reaching, climbing, crawling, and standing or moving for prolonged periods.
• Provide additional support during coordinated surge-capacity periods, which may require 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.
• Activities and events, including fitness and wellness events and annual celebrations.
• Per diem for meals and lodging during qualifying overnight work travel, based on GSA rates.
• For work-related travel, the company prepays airfare and hotel; eligible out-of-pocket expenses may be reimbursed under company policy.

What This Job Offers

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