Customer Service Engineer (ESOM - IRP)

Kentro; Memphis (TN); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Competitive benefits package

Education reimbursement

Flexible work environment

Job summary

A technology solutions provider in Memphis, TN, is hiring a Customer Service Engineer to support IT operations within the Veterans Administration. This role involves maintaining computer systems, providing technical support, and monitoring IT support tickets. Candidates should have a Bachelor's degree in a related field or equivalent experience, plus 2+ years in IT support. The position requires physical capability for equipment handling.

Qualifications

• 2+ years of experience in IT Technical Support.
• Experience in system administration tasks.
• Must meet physical requirements including lifting 50 pounds.

Responsibilities

• Install, maintain, and troubleshoot computer systems.
• Support both remote and desk-side technical requests.
• Maintain Active Directory and user accounts.

Skills

IT Technical Support

Help Desk

System Administration

Debugging Protocols

Active Directory

Education

Bachelor's degree in computer science or related field

8 years relevant experience

Tools

Microsoft Office

Job description

Overview

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities. 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. The role is centered around the Core of More.

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 customer incident ticketing system to ensure adherence to business processes, and report any 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.
• Troubleshoot problems and issues identified by customers and implement corrective actions quickly.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Possess the physical capability to handle tasks such as lifting equipment 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.

Location

Onsite - Lt. Col. Luke Weathers, Jr., VA Medical Center - 116 N. Pauline St., Memphis, TN 38105

Duration

This role has an estimated duration of one year, with a possibility of extension.

Travel

• A Customer Service Engineer may be asked to provide additional support during surge capacity periods. Travel up to two weeks may be required, as discussed beforehand.
• Overtime is not authorized for any work including surge capacity.
• For work-related travel, employees will pay travel expenses out-of-pocket and submit an expense report in accordance with Kentro policy. Expense reimbursements are paid weekly. Per diem for meals and lodging will be provided for overnight stays based on the GSA Per Diem Rates for that location.

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, candidates may be required to show proof that the vaccinations/tests are current. The VHA will provide guidance on required documents and how to request reasonable accommodations.

• Vaccine requirements may include COVID-19, Influenza, MMR, Hepatitis B, and 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.

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

Benefits

We offer a 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—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 everyday work life. We dedicate funds for activities—virtual and in-person—including 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.

Commitment to Equal Opportunity Employment & VEVRAA

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 federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements.

As part of our VEVRAA compliance efforts, Kentro has established an equal opportunity plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness.

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].