Customer Service Engineer; ESOM - IRP

Thank you for considering Kentro (formerly IT Concepts). Kentro is hiring an experienced Customer Service Engineer (System Administrator) to support the VA-ESOM End Point Support and Operations Monitoring contract across the United States. The VA supports onsite and remote IT assistance for over 340,000 VA employees and thousands of contractors, with staff located in 100+ CONUS and OCONUS locations, including high-cost or underserved areas.

A Customer Service Engineer responds to end-user requests, diagnoses problems, and guides customers through resolution. This role involves routine system administration tasks and logging data in system admin logs.

• Support the Government with installation, maintenance, testing, and troubleshooting of computer systems and equipment to ensure optimal operation and user satisfaction.
• Deliver remote and desk-side technical support, respond to IT support tickets, and perform diagnostic and repair activities on hardware and software components.
• Assist in setting up and maintaining user accounts, interfacing with software applications, compiling reports, and responding 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 Service Now system and report discrepancies with proposed corrective actions for approval before implementation.
• Handle equipment returns, deployments, unboxing, inventorying, and verification.
• Maintain physical capability to handle tasks such as lifting up to 50 pounds and performing required movements to access and repair equipment; stand and move for extended periods.

Onsite in Colorado Springs, CO (3141 Centennial Blvd, Colorado Springs, CO 80907).

Estimated duration of one year, with possibility of extension.

$28.37–$32/hour.

• Occasional surge workload that may require travel up to two weeks. Overtime is not authorized for surge work.
• For work-related travel, employees pay out-of-pocket and submit expense reports per Kentro policy. Weekly reimbursements; per diem provided based on GSA rates.

The Veterans Health Administration (VHA) has facility-specific vaccination and testing requirements. If selected, candidates may need to show proof that vaccinations/tests are current. The VHA will provide guidance on required documents and accommodations.

• Vaccines may include COVID-19, Influenza, MMR, Hepatitis B, and Varicella.
• Testing may include Tuberculosis.

• Bachelor’s degree in computer science, electronics engineering, or related technical discipline, or 8 years of relevant experience accepted in lieu of education.
• 2+ years of IT technical support, help desk, or system administration experience.
• Ability to meet the physical requirements described in the job description.

• Experience with routine system administration tasks and logging data in system admin logs.
• Knowledge of debugging protocols and IT principles; proficiency with Microsoft Office and basic Windows system administration concepts.

• U.S. Citizen or Green Card holder.
• Willing to obtain a Public Trust suitability clearance.
• Must meet updated  per federal guidance.

Kentro offers a competitive benefits package including paid time off, health care, 401(k) with match, education reimbursement, and professional development opportunities. We emphasize growth, teamwork, and a healthy work-life balance, with programs for virtual and in-person activities and community involvement.

Kentro is an equal opportunity employer. All qualified applicants will receive consideration without regard to disability, veteran status, or any other status protected by law. We comply with VEVRAA and applicable federal, state, and local equal employment opportunity laws. We encourage protected veterans to self-identify during the application process. Information is confidential and used for reporting and compliance only.

To apply, click the Apply for this Job button at the bottom or top of this job description. Upload your resume and complete all steps. If you need alternative methods, email careers.

Reasonable accommodations are available for qualified individuals with disabilities. Email careers to discuss.