Kentro is looking for a Customer Service Engineer to support the VA-ESOM contract. In this critical role, you will provide comprehensive onsite and remote IT support to VA employees and contractors across the US. Kentro fosters a culture where innovation drives opportunity and collaboration leads to success, dedicated to personal and professional development.
What You'll Do
- Support the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment.
- Deliver both remote and desk-side technical support, respond to IT support tickets, and perform diagnostic and repair activities on hardware and software.
- Set up and maintain user accounts, interface with other software applications, compile reports, and respond to customer requests.
- Maintain Active Directory and other system accounts, support connectivity and client applications, and assist in configuring and supporting local and wide area network services.
- Monitor open tickets in VA’s ServiceNow customer incident ticketing system to ensure adherence to business processes.
- 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.
- Handle physically demanding tasks such as lifting equipment up to 50 pounds and navigating facility spaces to access and repair equipment.
- Stand and move throughout the work area for prolonged periods.
What We're Looking For
- Experience conducting routine system administration tasks and logging data in system admin logs.
- Ability to interact with customers, diagnose problems, and lead them through corrective steps.
- Physical capability to lift equipment up to 50 pounds and perform bending, twisting, squatting, reaching, climbing, and crawling.
Technical Stack
- Active Directory
- ServiceNow
Benefits & Compensation
- Compensation: $28.37/hr – $32.69/hr
Work Mode
This role is onsite at the West Haven VA Medical Center.
Kentro is an equal opportunity employer.
