Customer Service Engineer (VA ESOM - IRP)

Kentro • Charleston, SC

5d • 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 position provides onsite and remote IT support to customers across VA Administrations and special program offices, including VA employees and contractors using government-furnished equipment and infrastructure. The role is based onsite at the Ralph H. Johnson VA Medical Center in Charleston, South Carolina.

The Customer Service Engineer responds to end-user requests that cannot be resolved using existing manuals or scripted responses, diagnoses problems, guides customers through corrective steps, performs routine system administration tasks, and records information in system administration logs. The work includes installing, maintaining, testing, and troubleshooting computer systems and equipment; handling support tickets; assisting with user accounts, applications, connectivity, and network services; and monitoring tickets in VA’s ServiceNow system.

The role combines sedentary and active work, including careful handling of electronic components and physical access to equipment in facility spaces. The employee may be asked to provide coordinated surge-capacity support during temporary increases in workload, which may involve travel for up to 12 consecutive days. Overtime is not authorized for surge-capacity work. Kentro pre-pays specified travel expenses and provides per diem for overnight stays according to applicable GSA rates.

Requirements

• Bachelor’s degree in computer science, electronics engineering, or another engineering or technical discipline; alternatively, 8 years of additional relevant experience may substitute for 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 and performing the listed movements.
• 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 current identification documents in a timely manner.
• If selected, 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.
• Must be able to perform the essential duties satisfactorily; reasonable accommodations may be made for qualified individuals with disabilities.

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.
• 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 perform diagnostics and repairs on hardware and software.
• 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; support connectivity and client applications; and assist with 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 and report discrepancies with proposed corrective actions for approval before implementation.
• Use debugging protocols and processes to troubleshoot customer issues and implement corrective actions promptly.
• Facilitate equipment returns and deployments, including unboxing, inventorying, and verification.
• Communicate clearly and empathetically with customers, listen to their needs, build rapport, and maintain a professional demeanor.
• Anticipate customer needs, seek feedback for continuous improvement, and take ownership of resolving issues from start to finish.
• Handle equipment and navigate facility spaces as needed, including lifting, bending, twisting, squatting, reaching, climbing, and crawling.
• Stand and move throughout the work area for prolonged periods.
• Provide additional surge-capacity support when requested and coordinated in advance, potentially involving travel for up to 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.
• Virtual and in-person activities, including happy hours, holiday events, fitness and wellness events, and annual celebrations.
• Travel expense support for work-related travel: airfare and hotel may be prepaid, and per diem is provided for overnight stays based on GSA rates.

What This Job Offers

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