Customer Service Engineer (VA ESOM)

Kentro • Columbia, SC

2d • Onsite

About The Position

Kentro is hiring an experienced Customer Service Engineer to support the VA End Point Support and Operations Monitoring (VA-ESOM) 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 IT equipment and infrastructure. This position is onsite at the William Jennings Bryan Dorn VA Medical Center in Columbia, South Carolina.

The engineer responds to end-user requests when manuals and scripted responses are insufficient, diagnoses problems, and guides customers through solutions. The role also involves routine system administration and maintaining system administration logs. The work includes both sedentary and active tasks, careful handling of electronic components, and adherence to safety precautions. Temporary surge support may require coordinated travel for up to 12 consecutive days. Overtime is not authorized for surge-capacity work.

Requirements

• Bachelor’s degree in computer science, electronics engineering, or another engineering or technical discipline, or 8 additional years of relevant experience in lieu 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 and bending, twisting, squatting, reaching, climbing, crawling, standing, and moving for prolonged periods.
• Must be a U.S. citizen or lawful permanent resident (Green Card holder).
• Willingness and ability to obtain a Public Trust Suitability clearance.
• Must meet updated identification requirements and, if necessary, be willing and able to update identification documents 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 active listening, clear verbal and written communication, empathy, relationship-building, and professional customer service skills.

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.
• Maintain Active Directory and other system accounts; support connectivity and client applications; and assist with configuring and supporting local and wide area network services.
• Monitor open tickets in VA’s ServiceNow incident ticketing system for adherence to business processes, reporting discrepancies with proposed corrective actions for approval before implementation.
• Use debugging protocols and processes to troubleshoot customer problems and implement corrective actions promptly.
• Facilitate equipment returns and deployments, including unboxing, inventorying, and verification.
• Communicate clearly and empathetically with customers, build trust and rapport, maintain a professional demeanor, and take ownership of issues through resolution.
• Anticipate customer needs and seek feedback to improve personal performance and the customer experience.
• Provide additional support during coordinated temporary surge periods, which may involve 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.
• 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