Customer Service Engineer (ESOM - IRP)

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

Benefits offered by this job

Healthcare benefits

401k with employer match

Paid time off

Job summary

A tech solutions company in Nashville is seeking a Customer Service Engineer to provide IT support across various VA sites. The role involves troubleshooting, system administration, and user support. Candidates should have a technical degree, relevant experience, and the physical capability to handle IT equipment. This position emphasizes teamwork and collaboration while contributing to significant IT solutions.

Qualifications

• 2+ years of experience in IT Technical Support, Help Desk or System Administration.
• Experience in conducting routine system administration tasks.
• Must meet physical requirements for handling equipment.

Responsibilities

• Support installation, maintenance, testing, and troubleshooting of computer systems.
• Provide remote and desk-side technical support.
• Aid in setting up and maintaining user accounts.
• Monitor open tickets in VA's ServiceNow system.

Skills

IT Technical Support

Help Desk Experience

System Administration

Communication Skills

Education

Bachelor's degree in computer science or related field

8 years relevant experience

Tools

Active Directory

Windows Environment

Microsoft Office

Job description

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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.

Our transition to Kentro in 2025 reflects a rich legacy built upon the foundation of IT Concepts. Rather than leaving ITC behind, we confidently embrace a future centered around the Core of More. By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones.

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.

A Customer Service Engineer can quickly respond to end-user requests for assistance when existing manuals and scripted responses are insufficient to meet user needs. Must be able to interact with customers, diagnose problems, and lead customers through the necessary steps to correct their issues. Must have experience conducting routine system administration tasks and logging data in system admin logs.

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 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 demanding tasks such as lifting equipment up to 50 pounds and bending, twisting, squatting, reaching, climbing, and crawling to navigate through facility spaces to access and repair equipment.
• Stand and move throughout the work area for prolonged periods.

Location:

• Onsite - 1310 24th Ave S, Nashville, TN 37212

Duration of Position: 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 temporary periods of increased workload, referred to as "surge capacity." These requests would be discussed and coordinated beforehand and could require travel of up to two (2) weeks.
• Overtime is not authorized for any work to include this surge capacity.
• For work related travel, employees will pay for expense out-of-pocket and submit an expense report in accordance with Kentro policy. Expense reimbursements are paid out 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 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.

Preferred:

• Experience in conducting routine system administration tasks and logging data in system admin logs
• Knowledge on a number 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 Requirement:

• 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:

The Company

We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let's solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

We hold three ISO certifications and two CMMI ML 3 ratings. Industry recognitions include Growth, Inc 5000 Fastest Growing Private Companies, DC Metro List Fastest Growing, etc. Culture recognitions include Northern Virginia Technology Council Tech 100 Honoree and others. We offer a comprehensive benefits package including paid time off, healthcare benefits, 401k with employer match, education reimbursement, and more. We invest in our employees and support continuous professional development. We also host and participate in events, charity galas, and community-focused activities.

Commitment Equal Opportunity Employment & VEVRAA:

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 law. We are committed to compliance with VEVRAA and related laws and have an equal opportunity plan for protected veterans. We encourage protected veterans to self-identify during the application process. This information is confidential and voluntary and will not affect employment eligibility.

How To Apply:

To apply to Kentro Positions, click on the Apply for this Job button at the bottom of this Job Description or the top Apply button. Upload your resume and complete all application steps. If you need alternative 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 to discuss accommodations, please email [e-mail].