Customer Service Engineer (VA ESOM)

Kentro • Washington, DC

2d • Onsite

About The Position

Kentro is hiring an experienced Customer Service Engineer to support its VA-ESOM (End Point Support and Operations Monitoring) contract. The role provides onsite and remote IT support to customers across VA Administrations and special program offices, supporting VA employees and contractors who use government-furnished IT equipment and infrastructure. The position is onsite in the VACO Area West B in Washington, DC, Monday through Friday, 6:00 a.m. to 2:30 p.m. EST. The anticipated compensation is $28.00–$32.00 per hour.

The Customer Service Engineer responds to end-user requests when manuals or scripted responses are insufficient, diagnoses problems, and guides customers through solutions. The role also performs routine system administration tasks and records information in system administration logs. Work includes both sedentary and active tasks, careful handling of electronic components, and compliance with safety precautions. Temporary surge-capacity assignments may require travel for up to 12 consecutive days; travel is coordinated in advance, and overtime is not authorized for this 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; 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 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 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.
• Adept knowledge of IT principles and practices, proficiency with Microsoft Office applications, and a basic understanding of system administration in a Windows environment.

Responsibilities

• Support the Government with installation, maintenance, testing, and troubleshooting of computer systems and equipment.
• Provide remote and desk-side technical support, respond to IT support tickets, and diagnose and repair hardware and software.
• Help 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, client applications, and configuration and support of local and wide area network services.
• Monitor open tickets in VA’s ServiceNow customer incident ticketing system, identify process discrepancies, and report them with proposed corrective actions for approval before implementation.
• Use debugging protocols and processes to troubleshoot customer problems and implement corrective actions quickly.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Interact with customers by listening to their needs, explaining technical issues clearly, demonstrating empathy and professionalism, and building relationships.
• Anticipate customer needs, seek feedback for continuous improvement, and take ownership of issues through resolution.

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, holiday events, and annual celebrations.

What This Job Offers

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