Customer Service Engineer (ESOM)

Kentro; Reno (NV); Remote; USD 60,000 - 80,000; Full time

Benefits offered by this job

Paid time off

Healthcare

401(k) with employer match

Education reimbursement

Job summary

A technology services company is hiring a Customer Service Engineer to provide IT support across the United States. This role involves system administration, remote and desk-side support, and maintaining user accounts. Candidates should have a bachelor's degree in a related field or relevant experience, along with at least 2 years in IT technical support. The position offers a competitive benefits package including healthcare and 401(k).

Qualifications

• 2+ years of experience in IT Technical Support, Help Desk, or System Administration.
• Ability to meet physical requirements described in the job description.

Responsibilities

• Support installation, maintenance, and troubleshooting of systems for user satisfaction.
• Provide remote and desk-side technical support.
• Set up and maintain user accounts and compile reports.
• Maintain Active Directory and support network services.
• Monitor open tickets and ensure adherence to business processes.

Skills

IT Technical Support

System Administration

Customer Service

Troubleshooting

Active Directory

Education

Bachelor's degree in computer science or related field

Tools

Microsoft Office applications

Windows system administration

Job description

Overview

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 provides onsite and remote support to IT customers across VA Administrations and offices, including direct support of over 340,000 VA employees and thousands of contractors who use government-furnished IT equipment and infrastructure.

This role involves responding to end-user requests, diagnosing problems, and guiding customers through corrective steps. It requires routine system administration tasks and logging data in system admin logs.

Responsibilities

• Support the Government with installation, maintenance, testing, and troubleshooting of computer systems and equipment to ensure optimal operation and user satisfaction.
• Provide remote and desk-side technical support, respond to IT support tickets, and perform diagnostic and repair activities on hardware and software components.
• Set up and maintain user accounts, interface with other software applications, compile reports, and respond to customer requests.
• Maintain 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 ServiceNow system to ensure adherence to business processes; report discrepancies with proposed corrective actions for approval before implementation.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Possess the physical capability to lift up to 50 pounds and perform tasks involving bending, twisting, squatting, reaching, climbing, and crawling to access and repair equipment; stand and move throughout the work area for prolonged periods.
• Utilize debugging protocols and troubleshoot problems identified by customers, implementing corrective actions quickly.
• Travel as needed to support surge capacity with travel up to two weeks; overtime not authorized for surge work; travel expenses follow Kentro policy with weekly reimbursements and per diem as applicable.
• Perform onsite support for Veterans Health Administration (VHA) facilities as required, adhering to vaccination and testing requirements where applicable.

Requirements

• Bachelor\'s degree in computer science, electronics engineering, or another engineering/technical discipline, or 8 years of relevant experience in lieu of education.
• 2+ years of experience in IT Technical Support, Help Desk, or System Administration.
• Ability to meet physical requirements described in the job description.

Preferred

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

Clearance and Eligibility

• US Citizen or Green Card holder.
• Willing and able to obtain a Public Trust Suitability clearance.
• Must meet updated ID requirements as described by the relevant agency.

Benefits and Culture

We offer a competitive benefits package including paid time off, healthcare, 401(k) with employer match, and education reimbursement for certifications and professional development. We support continuous growth and foster a culture of collaboration, innovation, and community involvement. Kentro maintains multiple ISO and CMMI certifications and a track record of recognized growth and workplace awards.

Equal Opportunity Employment

Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, veteran status, or any other status protected by applicable law. We are committed to compliance with VEVRAA and other applicable equal employment opportunity laws.

How To Apply

To apply to Kentro positions, click the “Apply for this Job” or the “Application” button at the bottom or top of this description. Upload your resume and complete all application steps. If you need alternate methods, email [e-mail] for assistance.

Accommodations

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential duties. If you need accommodations, please email [e-mail].