Customer Service Engineer (System Administrator) (ESOM)

Kentro Estelle iLab; Indianapolis (IN); On-site; USD 10,000 - 60,000; Full time

Job summary

A technology solutions provider in Indianapolis is hiring a Customer Service Engineer to support IT operations for the Veterans Health Administration. This role involves providing technical support, troubleshooting issues, and maintaining computer systems. Candidates should have a Bachelor's in a relevant field or equivalent experience, along with 2+ years in IT support. A competitive salary of $28.37/hr – $32.69/hr is offered, along with a comprehensive benefits package.

Benefits

Paid time off

Healthcare benefits

401k with employer match

Discount perks and rewards

Qualifications

• 2+ years of experience in IT Technical Support, Help Desk or System Administration.
• Physical capability to lift equipment up to 50 pounds and navigate facility spaces.

Responsibilities

• Provide onsite and remote support for IT customers.
• Assist in installation, maintenance, testing and troubleshooting of computer systems.
• Respond to IT support tickets and perform diagnostic repair activities.

Skills

IT Technical Support

System Administration

Debugging protocols

Microsoft Office proficiency

Education

Bachelor's degree in computer science or related field

8 years relevant experience as substitution

Job description

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.

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 them 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 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.

Locations: Providence Regional Office / Providence VA Medical Center

Salary Range: $28.37/hr – $32.69/hr. Factors influencing pay within this range include geography, market demand, skills, education, experience, and other qualifications of the successful candidate.

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.

• Vaccine requirements may include COVID-19, Influenza, Measles Mumps & Rubella (MMR), Hepatitis B, and/or Varicella.
• Testing requirements may include Tuberculosis.

Qualifications:

• 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 requirement:

• US Citizen or Green card holder
• Willing and able to get a Public Trust Suitability clearance
• Must meet updated ID requirements

About Kentro:

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.

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.

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.