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Kentro · 2 hours ago

Customer Service Engineer (VA ESOM - IRP)

Reno, NV

Full-time

Hybrid

Entry, Mid Level

$28.37/hr - $32/hr

2+ years exp

Kentro is a company focused on innovation and collaboration, seeking an experienced Customer Service Engineer to support their VA-ESOM contract across the United States. The role involves providing comprehensive onsite and remote IT support to VA employees and contractors, diagnosing issues, and ensuring optimal operation of computer systems and equipment.

Information Technology & Services

No H1B

U.S. Citizen Only

Responsibilities

Support the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment, ensuring optimal operation and user satisfaction

Assist in delivering both remote and desk-side technical support, responding to IT support tickets, and performing diagnostic and repair activities on both hardware and software components

Aid in setting up and maintaining user accounts, interfacing with other software applications, compiling reports, and responding to customer requests

Assist in the maintenance of Active Directory and other system accounts, support connectivity and client applications, and assist in the configuration and support of local and wide area network services

Monitor open tickets in VA's ServiceNow customer incident ticketing system to ensure adherence to business processes, and any discrepancies identified shall be reported with proposed corrective actions for approval before implementation

The work environment involves both sedentary and active elements, requiring careful handling of electronic components and adherence to safety precautions to prevent injuries or equipment damage

Utilize debugging protocols and processes

Troubleshoot problems and issues identified by customers and implement corrective actions quickly

Facilitate equipment returns, deployments, unboxing, inventorying, and verification

Possessing the physical capability to handle demanding tasks such as lifting equipment up to 50 pounds and bending, twisting, squatting, reaching, climbing, and crawling to navigate through facility spaces to access and repair equipment

Stand and move throughout the work area for prolonged periods

Qualification

IT Technical SupportSystem AdministrationActive DirectoryDebugging ProtocolsMicrosoft OfficeEmpathyProactive AttitudeClear CommunicationRelationship Building

Required

Bachelor's degree in computer science, electronics engineering, or other engineering or technical discipline or 8 years of additional relevant experience may be substituted for education

2+ years of experience in IT Technical Support, Help Desk or System Administration

Candidates must be able to meet the physical requirements of the role as listed in the job description

US Citizen or Green card holder

Willing and able to get a Public Trust Suitability clearance

Must meet updated ID requirements

If you do not currently meet the ID requirements outlined, you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully

Yearly Flu Vaccination

Tuberculosis testing with a negative result

Vaccination records or titer testing required for Measles Mumps and Rubella (MMR), Hepatitis B, and/or Varicella

Preferred

Experience in conducting routine system administration tasks and logging data in system admin logs

Knowledge on a number of debugging protocols and processes

Adept knowledge in IT principles and practices, proficiency with Microsoft Office applications, and a basic understanding of system administration in a Windows environment