Customer Service Engineer (System Administrator) (ESOM)

IT Concepts, Inc

Lyons (NJ)

On-site

USD 50,000 - 90,000

Full time

14 days+

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Benefits offered by this job

Paid Time Off

Healthcare Benefits

401k with Employer Match

Education Reimbursement

Discount Perks

Wellness Events

Charity Events

Flexible Work Environment

Job summary

An established industry player is seeking a Customer Service Engineer to join their innovative team. This role involves providing vital support to IT customers across various locations, ensuring optimal operation of computer systems and equipment. You'll engage with users to diagnose issues, conduct routine system administration tasks, and maintain essential services like Active Directory. This position promises a dynamic work environment where your contributions will significantly impact the efficiency of IT operations. If you are driven by a passion for technology and customer service, this opportunity is perfect for you.

Qualifications

2+ years of relevant experience in IT support and system administration.
Knowledge of debugging protocols and IT principles.

Responsibilities

Provide installation, maintenance, and troubleshooting for computer systems.
Deliver remote and desk-side technical support for IT issues.
Assist in maintaining user accounts and system connectivity.

Skills

System Administration

Customer Service

Technical Support

Troubleshooting

Active Directory

Debugging Protocols

IT Principles and Practices

Education

Bachelor's degree in Computer Science

Electronics Engineering

Technical Discipline

Tools

ServiceNow

Microsoft Office

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. 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 is able to quickly respond to end user requests for assistance when existing manuals and scripted responses are not sufficient to meet user needs. Must be able to interact with customers and diagnose problems and lead customers through the necessary steps to correct their issues. Must have experience in 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.
Assist 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.

Locations:

Lyons VA Medical Center

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 (outlined below). 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
2+ years of relevant Experience
8 years of additional relevant experience may be substituted for education
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
Possessing the physical capability to handle demanding tasks such as lifting equipment up to 50 pounds and navigating through facility spaces to access and repair equipment.

Clearance Requirement:

US Citizen or Green card holder
Willing and able to get a Public Trust Suitability clearance

Benefits:

We offer competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more. We invest in our employees - Every employee is eligible for education reimbursement for certifications, degrees, or professional development. Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.

We work hard; we play hard. Kentro is committed to incorporating fun into every day. We dedicate funds for activities - virtual and in-person - e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.

Commitment 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.

Kentro is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements.

As part of our VEVRAA compliance efforts, Kentro has established an equal opportunity plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness.

We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility.

Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness.

How To Apply:

To apply to Kentro Positions- Please click on the: "Apply for this Job" button at the bottom of this Job Description or the button at the top: "Application." Please upload your resume and complete all the application steps. You must submit the application for Kentro to consider you for a position. If you need alternative application methods, please email careers@kentro.us and request assistance.

Accommodations:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations, please email careers@kentro.us.

Seniority level: