Customer Service Engineer (ESOM - IRP)

Kentro; Bedford (MA); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Competitive benefits package

Education reimbursement

Flexible work opportunities

Team-building activities

Job summary

A leading IT support company is seeking a Customer Service Engineer to provide technical support for the VA's IT systems. This role includes troubleshooting, installation, and maintaining systems while working closely with government clients. Candidates should have a relevant degree and at least 2 years of IT support experience. The position is based in Bedford, MA and requires physical capability to handle technical tasks.

Qualifications

• 2+ years of experience in IT Technical Support, Help Desk, or System Administration.
• Must meet physical requirements outlined in the job description.
• Ability to lift up to 50 pounds and handle electronic components.

Responsibilities

• Support Government with installation, maintenance, and troubleshooting of systems.
• Deliver remote and desk-side technical support.
• Monitor open tickets in VA's ServiceNow incident system.

Skills

IT Technical Support

Help Desk

System Administration

Active Directory

Debugging protocols

Education

Bachelor's degree in computer science or related field

Tools

Microsoft Office

ServiceNow

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 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.

Responsibilities

• 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 ServiceNow incident ticketing system to ensure adherence to business processes, and report 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 and troubleshoot problems identified by customers, implementing corrective actions quickly.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Possess the physical capability to handle tasks such as lifting 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 location: Edith Nourse Rogers Memorial Veterans Hospital, 200 Springs Rd, Bedford, MA 01730.

Qualifications

• 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, Help Desk, or System Administration.
• Candidates must be able to meet the physical requirements outlined in the job description.

Preferred

• Experience in conducting routine system administration tasks and logging data in system admin logs.
• Knowledge of debugging protocols and processes.
• Adept knowledge in IT principles and practices, proficiency with Microsoft Office applications, and a basic understanding of system administration in a Windows environment.

Clearance

• US Citizen or Green card holder
• Willing and able to get a Public Trust Suitability clearance
• Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents

Travel

• A Customer Service Engineer may be asked to provide additional support during surge capacity with travel up to two weeks. These requests would be discussed beforehand and could require travel.
• Overtime is not authorized for any work related to surge capacity.
• Expense reimbursements are paid out weekly; per diem for meals and lodging will be provided for overnight stays based on GSA Per Diem Rates.

Health Requirements

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

• Vaccine requirements may include COVID-19, Influenza, Measles Mumps & Rubella (MMR), Hepatitis B, and/or Varicella.
• Testing requirements may include Tuberculosis.

Requirements

• 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, Help Desk or System Administration.
• Candidates must be able to meet the physical requirements outlined in the job description.

Benefits

We offer competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more. We invest in our employees - Every employee is eligible for education reimbursement for certifications, degrees, or professional development. Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.

We work hard; we play hard. Kentro is committed to incorporating fun into every day. We dedicate funds for activities - virtual and in-person - e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.

Equal Employment Opportunity & Veterans

Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state or local law. Kentro is strongly committed to compliance with VEVRAA and other applicable laws. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements. We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility. Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness.

How To Apply

To apply to Kentro Positions - Please click on the "Apply for this Job" button at the bottom of this Job Description or the button at the top: "Application." Please upload your resume and complete all the application steps. You must submit the application for Kentro to consider you for a position. If you need alternative application methods, please email [e-mail] and request assistance.

Accommodations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations, please email [e-mail].