Customer Service Engineer; ESOM - IRP

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities. Kentro is hiring an experienced Customer Service Engineer (System Administrator) to support our VA-ESOM End Point Support and Operations Monitoring contract across the United States.

The VA is responsible for providing comprehensive onsite and remote support to IT customers across all VA Administrations and special program offices, including direct support of over 340,000 VA employees and thousands of contractors who use government-furnished IT equipment and infrastructure. The VA provides support staff across 100+ CONUS and OCONUS locations, including difficult-to-accommodate locales, such as high cost of living or under-supported economic areas, where VA offices or facilities may be located and require onsite services.

The role is centered around the Core of More.

• 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, and report any discrepancies with proposed corrective actions for approval before implementation.
• The work environment involves both sedentary and active elements, requiring careful handling of electronic components and adherence to safety precautions to prevent injuries or equipment damage.
• 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.
• Possess the physical capability to handle tasks such as lifting equipment up to 50 pounds and bending, twisting, squatting, reaching, climbing, and crawling to access and repair equipment.
• Stand and move throughout the work area for prolonged periods.

Onsite - Lt. Col. Luke Weathers, Jr., VA Medical Center - 116 N. Pauline St., Memphis, TN 38105

This role has an estimated duration of one year, with a possibility of extension.

• A Customer Service Engineer may be asked to provide additional support during surge capacity periods. Travel up to two weeks may be required, as discussed beforehand.
• Overtime is not authorized for any work including surge capacity.
• For work-related travel, employees will pay travel expenses out-of-pocket and submit an expense report in accordance with Kentro policy. Expense reimbursements are paid weekly. Per diem for meals and lodging will be provided for overnight stays based on the GSA Per Diem Rates for that location.

This Kentro position provides on-site support for the Veterans Health Administration (VHA). The VHA has facility-specific vaccination and testing requirements. If chosen, candidates may be required to show proof that the vaccinations/tests are current. The VHA will provide guidance on required documents and how to request reasonable accommodations.

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

• Bachelor's degree in computer science, electronics engineering, or other engineering or technical discipline or 8 years of additional relevant experience may be substituted for education.
• 2+ years of experience in IT Technical Support,…