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Kentro · 2 days ago

Customer Service Engineer (VA ESOM - IRP)

Salisbury, NC

Full-time

Hybrid

Entry, Mid Level

2+ years exp

Kentro is a company committed to advancing customer missions and fostering professional growth. They are hiring an experienced Customer Service Engineer to support the VA-ESOM contract, providing onsite and remote support to IT customers across various VA Administrations and special program offices.

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 AttitudeContinuous ImprovementClear CommunicationRelationship Building

Required

Candidates must be able and willing to obtain a Public Trust clearance

Per Federal requirements, only US Citizens and Green Card holders can be considered

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