Customer Service Engineer (ESOM - IRP)

Kentro

East Orange (NJ)

On-site

USD 70,000 - 90,000

Full time

14 days+

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Benefits offered by this job

Paid time off

Healthcare benefits

401(k) with employer match

Education reimbursements

Job summary

A service organization is seeking an experienced Customer Service Engineer to support IT operations. Responsibilities include installation, troubleshooting, and technical support for various systems. Ideal candidates will possess strong IT skills, a bachelor's degree or equivalent experience, and the ability to meet physical job requirements. This role offers a full-time position with competitive benefits, emphasizing professional growth and teamwork.

Qualifications

2+ years of experience in IT Technical Support, Help Desk, or System Administration.
Must be able to meet the physical requirements described in the job description.
Experience performing routine system administration tasks.

Responsibilities

Support installation, maintenance, testing, and troubleshooting of computer systems.
Deliver remote and desk-side technical support.
Aid in setting up and maintaining user accounts.

Skills

IT Technical Support

System Administration

Troubleshooting

Microsoft Office

Debugging Protocols

Education

Bachelor's degree in Computer Science or Electronics Engineering

Job description

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 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 operates staff across 100+ CONUS and OCONUS locations, including challenging locales where onsite service is required.

Responsibilities

Support the Government with installation, maintenance, testing, and troubleshooting of computer systems and equipment, ensuring optimal operation and user satisfaction.
Deliver 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 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 system to ensure adherence to business processes, and report discrepancies with proposed corrective actions for approval before implementation.
Work in an environment with both sedentary and active elements, handling electronic components and following safety precautions to prevent injuries or equipment damage.
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 up to 50 pounds and perform tasks requiring bending, twisting, squatting, reaching, climbing, and crawling to access and repair equipment.
Stand and move throughout the work area for extended periods.

Location

Onsite - East Orange VA Medical Center - 385 Tremont Ave, East Orange, NJ 07018

Duration

Estimated duration: one year with possibility of extension.

Travel

May be asked to provide surge capacity during temporary periods of increased workload; travel up to two weeks.
Overtime is not authorized for surge capacity.
For work-related travel, expenses are out-of-pocket with reimbursement per Kentro policy; per diem provided for overnight stays based on GSA rates.

Health Requirements

This position supports the Veterans Health Administration (VHA), which has facility-specific vaccination and testing requirements. Candidates may need to show proof of current vaccinations and testing. Guidance on documents and accommodations will be provided.

Vaccine requirements may include COVID-19, Influenza, MMR, Hepatitis B, 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 in lieu of education.
2+ years of experience in IT Technical Support, Help Desk, or System Administration.
Must be able to meet the physical requirements described in the job description.

Preferred

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

Clearance

US Citizen or Green Card holder.
Willing and able to obtain a Public Trust Suitability clearance.
Must meet updated ID requirements (see GSA guidelines).

Benefits

Competitive benefits package including paid time off, healthcare benefits, and a 401(k) with employer match. We support education reimbursements for certifications, degrees, or professional development. We emphasize professional growth, teamwork, and excellence. Kentro holds ISO certifications (27001:2013, 20000-1:2011, 9001:2015) and CMMI ML 3 ratings (DEV and SVC).

Culture & Recognition

We are recognized for growth and workplace quality by industry organizations and awards. We foster a diverse, inclusive environment and support veterans through programs and compliance with VEVRAA.

Equal Opportunity

Kentro is an equal opportunity employer. All qualified applicants will receive consideration without regard to disability, veteran status, or any other status protected by law. We are committed to compliance with VEVRAA and other laws and maintain an equal opportunity plan to recruit, hire, and advance protected veterans. Self-identification is voluntary and confidential and used for reporting and compliance.

How To Apply

To apply to Kentro positions, click the Apply for this Job button at the bottom or top of this description. Upload your resume and complete all application steps. If you need an alternative application method, email careers@kentro.us for assistance.

Accommodations

Reasonable accommodations may be provided to enable qualified individuals with disabilities to perform essential duties. If you need to discuss accommodations, please email careers@kentro.us.

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