Customer Service Engineer; ESOM

Overview

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 provides 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.

Kentro is dedicated to your personal and professional development, aiming to drive meaningful change and spark innovation.

• 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, respond to IT support tickets, and perform diagnostic and repair activities on 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 incident system to ensure adherence to business processes and report discrepancies with proposed corrective actions for approval before implementation.
• Handle physical and safety requirements related to handling electronic components and equipment.
• Utilize debugging protocols and processes; troubleshoot problems identified by customers and implement corrective actions quickly.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Possess the physical capability to lift equipment up to 50 pounds and perform tasks such as bending, twisting, squatting, reaching, climbing, and crawling as needed to access equipment.
• Stand and move throughout the work area for prolonged periods.

• Onsite VA Southern Oregon Rehabilitation Center, 8495 Crater Lake Hwy, White City, OR 97503

$28.37-32/Hour

• A Customer Service Engineer may be asked to provide surge capacity during temporary periods of increased workload, which could require travel up to two (2) weeks. These requests would be discussed beforehand.
• Overtime is not authorized for travel-related surge capacity.
• For work-related travel, employees pay expenses out-of-pocket and submit an expense report. Expense reimbursements are paid weekly. Per diem for meals and lodging is provided based on GSA Per Diem rates for the location.

This position provides on-site support for the Veterans Health Administration (VHA). The VHA may require vaccination and testing; candidates may need to show proof of current vaccinations and tests as guided by the VHA. Guidance on documents and reasonable accommodations will be provided by the VHA.

• 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 another engineering/technical discipline, or 8 years of additional relevant experience substituted for education.
• 2+ years of experience in IT Technical Support, Help Desk, or System Administration.
• Candidates must meet the physical requirements outlined in the job description.

• Experience in performing routine system administration tasks and logging data in system admin logs.
• Knowledge of debugging protocols and processes.
• Strong IT fundamentals, proficiency with Microsoft Office, and basic Windows system administration knowledge.

• US Citizen or Green Card holder
• Willing and able to obtain a Public Trust Suitability clearance
• Must meet updated  as per official guidance

We offer a competitive benefits package including paid time off, healthcare benefits, 401k with employer match, education reimbursement for certifications/degrees, and professional development opportunities. We emphasize continuous learning and a culture of collaboration, teamwork, and excellence.

Kentro is an equal opportunity employer. All qualified applicants will receive consideration without regard to disability, protected veteran status, or any other status protected by law. We are committed to VEVRAA compliance and to maintaining an inclusive workplace. Protected veterans may self-identify during the application process; information is confidential and used only for reporting and compliance purposes.

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

Reasonable accommodations may be provided to enable qualified individuals with disabilities to perform essential duties. If you need accommodations,…