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Kentro · 5 days ago

Customer Service Engineer (VA ESOM VACO HQ A - 810 Vermont Ave)

Washington, DC

Full-time

Hybrid

Entry, Mid Level

$28/hr - $32/hr

2+ years exp

Kentro is a company dedicated to advancing customer missions and fostering professional growth. They are seeking an experienced Customer Service Engineer to provide comprehensive onsite and remote support for IT customers across VA Administrations, ensuring functionality of IT equipment and software for over 10,000 devices.

Information Technology & Services

No H1B

U.S. Citizen Only

Responsibilities

Leverages their expertise to support the full suite of Microsoft and Apple applications, performing standard network setup at user levels, as well as user training

Actively engages in learning new technologies and provides quality customer service to ensure no disruption in service

Provides deskside services by performing installation, configuration, maintenance, and troubleshooting on VACO personal desktop computers (Windows operating system), MAC computers (Apple operating system), laptops, and peripherals such as printers, monitors, and scanners

Provides support for the latest versions of existing IT applications, IT equipment and products as they are deployed by VACO, including technical support for all IT equipment including computers, laptops, projectors on a continual basis

Manage ServiceNOW (SNOW) helpdesk tickets and request queues; responsible for updating assigned tickets and requests daily and meeting service level agreements

Supports imaging and warranty requests for assets located at the VACO warehouse

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

Ability to support shift work; this schedule may require deviation from a standard 9 am - 5 pm work schedule in order to provide responsive customer support

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

Assist with 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 and crawling to navigate through facility spaces to access and repair equipment

Qualification

IT Technical SupportWindows operating systemApple operating systemServiceNOW (SNOW)Microsoft Office applicationsCustomer serviceTroubleshootingSystem administration

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

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