Customer Service Engineer (ESOM - IRP - Troy Bowling Campus)

Kentro; Lexington (KY); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Paid time off

Healthcare benefits

401k with employer match

Education reimbursement

Professional development opportunities

Job summary

A technology services provider is seeking an experienced Customer Service Engineer to support IT operations at the VA Medical Center in Lexington, KY. Responsibilities include troubleshooting and maintaining computer systems, providing technical support, and ensuring user satisfaction. Candidates should possess a Bachelor's degree or equivalent experience in IT support, along with physical capability to meet job requirements. A competitive benefits package is offered.

Qualifications

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

Responsibilities

• Support installation, maintenance, testing, and troubleshooting of computer systems.
• Deliver technical support and respond to IT support tickets.
• Maintain Active Directory and support network services.
• Maintain Active Directory and system accounts; support connectivity and client applications; assist in configuring LAN/WAN services.
• Monitor open tickets in ServiceNow; ensure processes are followed and propose corrective actions for approval.
• Safely handle physical environment, including lifting up to 50 pounds and moving throughout facilities.
• Use debugging protocols; troubleshoot customer issues and implement corrective actions quickly.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Stand and move for prolonged periods.

Skills

IT Technical Support

System Administration

Debugging protocols

Microsoft Office

Help Desk

Windows Administration

Microsoft Office

Education

Bachelor's degree in computer science or related field

8 years of additional relevant experience in lieu of education

Tools

ServiceNow

Microsoft Windows

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 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.

Responsibilities

• Support the Government with the 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 both 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; assist in the configuration and support of local and wide area network services.
• Monitor open tickets in VA\'s ServiceNow system, ensure adherence to processes, report discrepancies with proposed corrective actions for approval before implementation.
• Handle the physical work environment safely, including lifting up to 50 pounds and moving throughout facility spaces to access and repair equipment.
• Utilize debugging protocols and processes; troubleshoot issues identified by customers and implement corrective actions quickly.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Stand and move throughout the work area for prolonged periods.

Location

Onsite - Lexington VA Medical Center - Troy Bowling Campus, 1101 Veterans Drive, Lexington, KY 40502

Duration

Estimated duration of one year, with a possibility of extension.

Travel

• May be asked to provide surge capacity; travel up to two weeks could be required. Overtime is not authorized for surge work. Travel expenses are paid via reimbursement following Kentro policy; per diem provided based on GSA rates.

Health Requirements

The VHA facility has vaccination and testing requirements. If selected, candidates may need to show proof of current vaccinations and testing. Guidance on documents and accommodations will be provided by VHA.

• Vaccines may include COVID-19, Influenza, MMR, Hepatitis B, Varicella.
• Testing may include Tuberculosis.

Requirements

• Bachelor\'s degree in computer science, electronics engineering, or related technical field, or 8 years of additional relevant experience may substitute for 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; IT principles and practices; proficiency with Microsoft Office; basic Windows system administration.

Clearance

• US Citizen or Green Card holder; willingness to obtain Public Trust Suitability clearance; must meet updated ID requirements.

Benefits

Competitive benefits package including paid time off, healthcare, 401k with employer match, education reimbursement for certifications/degrees, and opportunities for professional development. We emphasize teamwork, dedication, and continuous professional growth.

Equal Opportunity

Kentro is an equal opportunity employer. All qualified applicants will receive consideration without regard to disability, veteran status, or any other protected status. We comply with VEVRAA and related laws and encourage protected veterans to self-identify during the application process. This information is confidential and used for reporting and compliance only.

How to Apply

To apply, click the "Apply for this Job" button at the bottom or top of this job description and upload your resume. If you need assistance, email [e-mail].