Customer Service Engineer IRP MA (VA ESOM)

Kentro; North Little Rock (AR); On-site; USD 65,000 - 90,000; Full time

Job summary

Kentro is hiring a Customer Service Engineer to support VA-ESOM End Point and Operations Monitoring under a nationwide contract across the United States. The role includes onsite support at the Eugene J. Towbin Healthcare Center in North Little Rock, AR, plus remote assistance as needed.

Responsibilities cover customer interaction, diagnosing issues, system administration tasks, ServiceNow ticketing, and AD maintenance. The work may involve lifting up to 50 pounds and travel for surge periods.

Qualifications

• Must be able to diagnose problems and guide customers to resolution.
• Experience with routine system administration tasks.
• Strong communication and customer-facing skills.
• Ability to lift up to 50 pounds and perform physical tasks.

Responsibilities

• Install, maintain, test, and troubleshoot computer systems and equipment for optimal operation.
• Deliver remote and desk-side IT support and diagnose hardware/software issues.
• Set up and maintain user accounts, interface with software apps, and compile reports.
• Maintain Active Directory and system accounts; support connectivity and client apps.
• Monitor VA ServiceNow tickets and report discrepancies with proposed fixes.
• Work in a mixed sedentary/active environment; handle components safely.
• Use debugging protocols and troubleshoot issues reported by customers.
• Facilitate equipment returns, deployments, and inventory verification.
• Lift up to 50 pounds and move around work areas as needed.

Skills

Active listening

Clear communication

Empathy

Relationship building

Professional demeanor

Tools

ServiceNow

Active Directory

Networking basics

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. 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 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.

Location: Onsite - Eugene J. Towbin Healthcare Center (North Little Rock, AR)

This Job Description reflects the primary duties of the role; however, it is not intended to be all‑inclusive. Team members may be asked to take on additional responsibilities in alignment with customer expectations, business needs, and Kentro’s culture of collaboration and adaptability.

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 any discrepancies identified shall be reported 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.
• Possessing 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.

Communication & Interpersonal Skills

• Active listening: Understand customer needs and concerns fully before responding.
• Clear verbal and written communication: Explain technical issues in simple, customer-friendly language.
• Empathy: Show understanding and patience with frustrated or non-technical customers.
• Relationship building: Develop trust and rapport with customers and colleagues.
• Professional demeanor: Represent the company with courtesy and confidence in all interactions.

Customer-Centric Mindset

• Proactive attitude: Anticipate customer needs before they escalated into issues.
• Continuous improvement: Seek feedback to improve both personal performance and customer experience.
• Ownership: Take responsibility for resolving issues from start to finish.

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 depending on the