Customer Service Engineer (ESOM VACO - 810 Vermont Ave B31)

Kentro; Washington (District of Columbia); On-site; USD 39,082 - 44,083; Full time

Benefits offered by this job

Paid time off

Healthcare benefits

401(k) with employer match

Progressive education reimbursement

Professional development opportunities

Job summary

A leading support services company is seeking an experienced Customer Service Engineer in Washington, D.C. to support IT operations. This role involves providing deskside and remote support across multiple platforms while ensuring service level agreements are met. Ideal candidates should have IT technical support experience and a relevant degree or equivalent experience. The company offers a competitive benefits package including paid time off and development opportunities.

Qualifications

• 2+ years of experience in IT technical support, help desk, or system administration.
• Ability to meet the physical requirements described for the role.

Responsibilities

• Provide ongoing technical support for IT applications and hardware.
• Manage ServiceNow tickets and request queues.
• Troubleshoot issues reported by customers promptly.

Skills

IT technical support

System administration

Troubleshooting

Customer service

Windows and macOS support

Education

Bachelor's degree in computer science or related discipline

8 years relevant experience in lieu of degree

Tools

ServiceNow

Microsoft Office

Job description

Overview

Kentro is seeking an experienced Customer Service Engineer (CSE) to support the VA-ESOM End Point Support and Operations Monitoring contract. 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. The team supports over 10,000 devices and works to meet service level metrics, providing deskside and remote support for Windows and Apple operating systems.

Location

Onsite 810 Vermont Ave NW, B31, Washington, D.C.

Shift

Mon - Fri, 6:00 am – 2:30 pm EST

Salary

$28.37/hr - $32.00/hr. Factors influencing pay within this range include geography, market demand, skills, education, experience, and other qualifications of the successful candidate.

Responsibilities

• Provide deskside and remote support for Windows and macOS environments, including installation, configuration, maintenance, and troubleshooting of desktop computers, laptops, and peripherals (printers, monitors, scanners).
• Support the latest versions of IT applications and hardware deployed by VACO, including computers, laptops, and projectors; provide ongoing technical support.
• Manage ServiceNow (SNOW) tickets and request queues, updating tickets daily and meeting service level agreements.
• Assist with imaging and warranty requests for assets located at the VACO warehouse.
• Support imaging, deployment, inventory, and verification of equipment; handle equipment returns as needed.
• Provide support in a role requiring physical activity and safe handling of electronic components.
• Support shift work and adapt to schedule variations to ensure responsive customer support.
• Troubleshoot issues reported by customers and implement corrective actions promptly.
• Collaborate with the VA leadership and end users to ensure equipment and software function properly within the VACO environment.
• Potential surge capacity with possible travel up to two weeks; travel requirements will be discussed and coordinated in advance.

Requirements

• Bachelor's degree in computer science, electronics engineering, or related 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.
• Ability to meet the physical requirements described for the role.

Preferred

• Experience performing routine system administration tasks and logging data in admin systems.
• Knowledge of debugging protocols and IT principles; proficiency with Microsoft Office and basic Windows system administration.

Clearance

• US Citizen or Green Card holder
• Willing and able to obtain a Public Trust Suitability clearance
• Must meet updated ID requirements (as per applicable federal guidance)

Health Requirements

• Vaccination and testing requirements may include COVID-19, Influenza, MMR, Hepatitis B, Varicella, and TB, depending on VHA guidelines.

Travel

• Travel may be required during surge capacity; travel could be up to two weeks.
• Overtime is not authorized for surge capacity work.
• Vacation, per diem, and expense reimbursements follow Kentro policies; per diem based on GSA rates.

Benefits

We offer a competitive benefits package including paid time off, healthcare benefits, 401(k) with employer match, progressive education reimbursement, and professional development opportunities. Kentro supports employee growth, teamwork, and community involvement.

Equal Opportunity

Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, protected veteran status, or any other status protected by applicable law. Kentro complies with VEVRAA and related equal employment opportunity requirements. We encourage protected veterans to self-identify during the application process; this information is confidential and used solely for reporting and compliance purposes. Providing this information is voluntary and does not affect eligibility.

How To Apply

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 alternative methods, please email [e-mail] for assistance.