Kentro (IT Concepts dba Kentro) is hiring a Customer Service Engineer (VA ESOM - Audie L. Murphy Memorial Veterans Hospital)

We appreciate your interest in IT Concepts dba Kentro, a workspace where creativity propels opportunities and teamwork generates outstanding achievements. Our passionate team of professionals is deeply committed to advancing client objectives, nurturing individual professional development, and creating meaningful community impact. By becoming part of our supportive environment, you'll discover Kentro's dedication to personal and professional growth. Together, we can drive transformative change, spark innovative solutions, and accomplish extraordinary milestones. Kentro is recruiting an experienced Customer Service Engineer to support our VA-ESOM- End Point Support and Operations Monitoring contract nationwide. The VA delivers comprehensive onsite and remote technology assistance to IT customers across all Administrations and special program offices, providing direct support for over 340,000 VA employees and numerous contractors utilizing government-issued IT infrastructure. Support staff operate across 100+ domestic and international locations, including challenging environments with high living costs or limited economic resources. A Customer Service Engineer must rapidly respond to end-user assistance requests when standard procedures prove insufficient. Candidates must effectively interact with customers, diagnose technical problems, and guide users through resolution procedures. Demonstrated experience conducting system administration tasks and accurately documenting administrative logs is essential. Location: Audie L. Murphy Memorial Veterans Hospital - San Antonio, TX Responsibilities: - Assist government agencies with computer system installation, maintenance, testing, and troubleshooting - Deliver remote and on-site technical support, addressing IT support tickets - Perform diagnostic and repair activities on hardware and software components - Manage user account setup and maintenance - Interface with software applications and compile comprehensive reports - Maintain Active Directory and system accounts - Support network connectivity and client applications - Monitor ServiceNow incident tickets - Ensure compliance with business processes - Implement corrective actions promptly - Facilitate equipment logistics - Handle physical tasks including equipment handling and transportation - Navigate facility spaces to access and repair technology infrastructure Communication & Interpersonal Skills: - Active listening - Clear verbal and written communication - Demonstrate empathy - Build professional relationships - Maintain courteous demeanor Customer-Centric Mindset: - Proactive problem-solving - Continuous performance improvement - Take ownership of issue resolution Travel: - Potential temporary support during increased workload periods - Possible two-week travel assignments - Pre-paid travel expenses - Weekly expense reimbursements - Per diem compensation based on GSA rates Requirements: - Bachelor's degree in technical discipline or equivalent experience - Minimum 2+ years IT technical support experience - Meet physical job requirements Preferred Qualifications: - System administration experience - Debugging protocol knowledge - Microsoft Office proficiency - Windows environment understanding Clearance Requirements: - US Citizenship or Green Card - Willingness to obtain Public Trust Suitability clearance Health Requirements: - Facility-specific vaccination compliance - Annual health screenings Benefits: - Competitive compensation package - Healthcare coverage - 401k with employer matching - Professional development opportunities - Educational reimbursement - Inclusive workplace culture Equal Opportunity Commitment: - Non-discriminatory hiring practices - Veterans preference - Inclusive workplace environment Application Process: - Submit online application - Upload resume - Complete all application steps Reasonable accommodations available upon request.