Customer Service Engineer; VA ESOM

Position: Customer Service Engineer (VA ESOM)

Kentro, an organization that values professional growth and collaboration, is looking for an experienced Customer Service Engineer to support our VA-ESOM contract across the United States. The role involves onsite and remote support for IT customers at VA administrations and special program offices, serving over 340,000 employees and contractors.

Location

Cincinnati VA Medical Center

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 Service Now customer incident ticketing system to ensure adherence to business processes, reporting discrepancies with proposed corrective actions.
• Utilize debugging protocols and processes to troubleshoot problems and issues identified by customers, implementing corrective actions quickly.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification, while ensuring physical safety and compliance.
• Perform physical tasks such as lifting equipment up to 50 pounds and moving throughout the work area for prolonged periods.

Communication & Interpersonal Skills

• Active listening – fully understand customer needs before responding.
• Clear verbal and written communication – explain technical issues in simple, customer‑friendly language.
• Empathy – show patience with frustrated or non‑technical customers.
• Relationship building – develop trust and rapport with customers and colleagues.
• Professional demeanor – represent the company with courtesy and confidence in all interactions.

Customer‑Centric Mindset

• Proactive attitude – anticipate customer needs before issues arise.
• Continuous improvement – seek feedback to enhance personal performance and customer experience.
• Ownership – take responsibility for resolving issues from start to finish.

Travel

• Customer Service Engineers may be asked to provide additional support in surge capacity periods, potentially requiring travel of up to 12 consecutive days for up to 2 weeks.
• Surge capacity requests are coordinated in advance; overtime is not authorized.
• For related travel, Kentro will pre‑pay airfare and hotel; out‑of‑pocket expenses require expense report. Per diem is based on GSA Per Diem Rates for the location.

Requirements

• Bachelor’s degree in computer science, electronics engineering, or related technical discipline, or 8 years of relevant experience.
• 2+ years of experience in IT Technical Support, Help Desk, or System Administration.
• Physical capability to meet the role’s requirements.

Preferred

• Experience with routine system administration tasks and logging data in system admin logs.
• Knowledge of multiple debugging protocols and processes.
• Proficiency with Microsoft Office applications and basic Windows system administration.

Clearance Requirement

• US Citizen or Green Card holder.
• Willingness and ability to obtain a Public Trust Suitability clearance.
• Meet updated  (link).

Health Requirements

• Yearly flu vaccination.
• Negative tuberculosis test.
• Vaccination or titer testing for MMR, Hepatitis B, and/or Varicella.

Benefits

• Competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401(k) with employer match.
• Educational reimbursement for certifications or professional development.
• Discount perks, rewards, and a culture that supports professional growth and community engagement.

Equal Opportunity Employment & VEVRAA

Kentro is an equal‑opportunity employer. All qualified applicants will receive consideration without regard to disability, veteran status, or any other protected category. Kentro is strongly committed to VEVRAA compliance and has a plan in place to support protected veterans throughout the hiring process.

How to Apply

Click the “Apply for this Job” button at the top or bottom of this description, upload your resume, and complete all application steps. For alternative methods, email careers. If chosen, you may need to provide proof of vaccinations and testing per facility requirements.

Accommodations

Reasonable accommodations may be made for qualified individuals with disabilities. Contact careers to discuss accommodations.

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