Kentro is hiring a Customer Service Engineer to support the VA-ESOM contract. In this role, you will provide onsite and remote IT support to VA employees and contractors, responding to end-user requests, diagnosing problems, and performing system administration tasks. Our culture is driven by innovation, collaboration, and a commitment to advancing our customers' missions.
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.
- 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 report discrepancies with proposed corrective actions.
- 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 moving through 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 quickly respond to end-user requests for assistance when existing manuals and scripted responses are insufficient.
- Ability to interact with customers, diagnose problems, and lead them through necessary steps to correct issues.
- Active listening skills to understand customer needs and concerns fully before responding.
- Clear verbal and written communication skills to explain technical issues in simple, customer-friendly language.
- Empathy and patience with frustrated or non-technical customers.
- Ability to develop trust and rapport with customers and colleagues.
- Professional demeanor to represent the company with courtesy and confidence.
- Proactive attitude to anticipate customer needs before they escalate.
- Continuous improvement mindset to seek feedback to improve performance and customer experience.
- Ownership to take responsibility for resolving issues from start to finish.
- Physical capability to lift equipment up to 50 pounds and perform bending, twisting, squatting, reaching, climbing, and crawling.
- Ability to stand and move throughout the work area for prolonged periods.
Technical Stack
- Active Directory
- ServiceNow
Work Mode
This position is fully onsite at the Anchorage VA Medical Center.
Kentro is an equal opportunity employer.
