Customer Service Engineer (VA ESOM IRP)

Kentro • Baltimore, MD

2d • Onsite

About The Position

Kentro is hiring an experienced Customer Service Engineer to support the VA End Point Support and Operations Monitoring contract. The role provides onsite and remote IT support to customers across VA Administrations and special program offices, including employees and contractors using government-furnished equipment and infrastructure. The position is based onsite at the Baltimore VMAC in Baltimore, Maryland, with a Monday–Friday schedule from 8:00 a.m. to 4:30 p.m. Eastern Time.

The engineer responds to end-user requests when manuals and scripted guidance are insufficient, diagnoses issues, and guides customers through corrective steps. The role also includes routine system administration and maintaining system administration logs. The work combines desk-side and remote support, ticket handling, equipment and account support, and hardware and software troubleshooting. It includes both sedentary and active work, careful handling of electronic components, and physical tasks such as lifting equipment up to 50 pounds and moving through work areas to access equipment.

The employee may be asked to provide surge-capacity support during increased workloads. Such assignments are coordinated beforehand and may involve travel for 12 consecutive days, departing Monday and returning the Friday of the following week. Overtime is not authorized, including for surge-capacity work. For work-related travel, Kentro prepays airfare and hotel; eligible out-of-pocket expenses are reimbursed under company policy, and per diem for meals and lodging is provided for overnight stays based on applicable GSA rates.

Candidates 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. The anticipated compensation is $28.00–$32.00 per hour; final compensation depends on factors including relevant skills, experience, education, certifications, work location, clearance requirements, market conditions, internal equity, and contract requirements.

Requirements

• Bachelor’s degree in computer science, electronics engineering, or another engineering or technical discipline, or 8 additional years of 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 listed for the role, including lifting equipment up to 50 pounds and performing the described movement and access tasks.
• U.S. citizenship or lawful permanent resident status (Green Card).
• Willingness and ability to obtain 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 proof that facility-specific vaccinations and testing are current, 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.

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

• 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.
• Assist with setting up and maintaining user accounts, interfacing with software applications, compiling reports, and responding 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 for adherence to business processes; report discrepancies and propose 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 access facility spaces as needed, including lifting up to 50 pounds and bending, twisting, squatting, reaching, climbing, and crawling.
• Stand and move throughout the work area for prolonged periods.
• Listen actively, communicate technical information clearly, demonstrate empathy and professionalism, and build rapport with customers and colleagues.
• Anticipate customer needs, seek feedback for continuous improvement, and take ownership of issue resolution from start to finish.
• Provide surge-capacity support and travel when requested and coordinated in advance.

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 possible IRS-related fluctuations.
• Opportunities and flexibility for professional development, including courses, certifications, and professional growth and networking.
• Company-funded virtual and in-person activities, including happy hours, holiday events, fitness and wellness events, annual celebrations, and charity events.

What This Job Offers

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