Customer Service Engineer; VA ESOM

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We are hiring an experienced Customer Service Engineer to support the VA-ESOM
- End Point Support and Operations Monitoring contract across the United States. The VA provides 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.

Location:

Onsite Royal

C. Johnson Veterans' Memorial Hospital - Sioux Falls, SD

• 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 the 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.
• Work in an environment that involves both sedentary and active elements, handling electronic components with care and following safety precautions to prevent injuries or equipment damage.
• 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.
• Perform physical tasks such as lifting equipment up to 50 pounds and navigating facility spaces to access and repair equipment.
• Stand and move throughout the work area for prolonged periods.

• Active listening:
  Understand customer needs and concerns fully before responding.
• Clear verbal and written communication:
  Explain technical issues in simple, customer‑friendly language.
• Empathy:
  Show understanding and 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.

• Proactive attitude:
  Anticipate customer needs before they become issues.
• Continuous improvement:
  Seek feedback to improve both personal performance and customer experience.
• Ownership:
  Take responsibility for resolving issues from start to finish.

• Engineer may be asked to provide short‑term surge capacity support, requiring travel up to 12 consecutive days in a two‑week period.
• Overtime is not authorized for surge capacity work.
• Kentro will pre‑pay airfare and hotel for work‑related travel; out‑of‑pocket expenses must be submitted for reimbursement. Per diem for meals and lodging will be provided based on GSA rates.

• Bachelor's degree in computer science, electronics engineering, or a related technical discipline, or 8 years of relevant experience may substitute for the degree.
• Minimum 2 years of experience in IT technical support, help desk, or system administration.
• Must meet the physical requirements outlined in this job description.

• Experience conducting routine system administration tasks and logging data in system admin logs.
• Knowledge of…