Customer Service Engineer IRP (VA ESOM)

Kentro • Grand Island, NE

9d • 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, including VA employees and contractors using government-furnished equipment and infrastructure. The position is onsite at the Grand Island VA Medical Center in Grand Island, Nebraska.

The engineer responds to end-user requests when manuals or scripted responses are insufficient, diagnoses problems, and guides customers through solutions. The work includes routine system administration and recording data in system administration logs, as well as installing, maintaining, testing, and troubleshooting computer systems and equipment. The role combines desk-side and remote support with ticket handling, account maintenance, connectivity and application support, and assistance with local and wide area network services.

The position involves sedentary and active work, careful handling of electronic components, and adherence to safety precautions. The engineer may be asked to provide coordinated surge support during temporary periods of increased workload, which may involve travel for up to 12 consecutive days. Overtime is not authorized for surge-capacity work. For overnight work travel, Kentro provides per diem based on applicable GSA rates and prepays specified expenses such as airfare and hotel; other out-of-pocket expenses are reimbursed under company policy.

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, and candidates may need to provide documentation showing that vaccinations and testing are current.

Requirements

• Bachelor’s degree in computer science, electronics engineering, or another engineering or technical discipline; alternatively, 8 years of additional relevant experience may be substituted for education.
• At least 2 years of experience in IT technical support, help desk, or system administration.
• Ability to meet the physical requirements described for the role, including lifting equipment up to 50 pounds and prolonged standing and movement.
• 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 forms of identification 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.
• Overtime is not authorized for surge-capacity work.

Nice To Haves

• Experience conducting routine system administration tasks and recording data in system administration logs.
• Knowledge of debugging protocols and processes.
• 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 user account setup and maintenance, software application interfaces, report compilation, and 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 problems and implement corrective actions promptly.
• Facilitate equipment returns and deployments, including unboxing, inventorying, and verification.
• Handle and access equipment throughout facilities, including lifting up to 50 pounds and bending, twisting, squatting, reaching, climbing, and crawling as needed.
• Stand and move throughout the work area for prolonged periods.
• Communicate with customers using active listening, clear verbal and written explanations, empathy, relationship-building, and professional conduct.
• Anticipate customer needs, seek feedback for continuous improvement, and take ownership of issues through resolution.
• Provide coordinated surge-capacity support when requested, 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 possible IRS limitations.
• Flexible opportunities to take courses, complete certifications, or pursue professional growth and networking.
• Company-funded virtual and in-person activities, including happy hours, holiday events, fitness and wellness events, and annual celebrations.

What This Job Offers

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