Customer Service Engineer (VA ESOM)

Kentro; Cincinnati (OH); On-site; USD 60,000 - 90,000; Full time

Job summary

Kentro is seeking a skilled Customer Service Engineer to support VA-ESOM End Point and Operations Monitoring across the United States. The role requires onsite at the Cincinnati VA Medical Center with remote capabilities and frequent collaboration with government staff to ensure reliable IT services.

You will diagnose issues, guide users through resolution steps, perform routine system administration tasks, and monitor ServiceNow tickets while maintaining accurate admin logs and high customer

Qualifications

• Experience performing routine system administration tasks and logging data in admin logs.
• Ability to interact with customers, diagnose problems, and guide them through corrective steps.

Responsibilities

• Support Government with installation, maintenance, testing, and troubleshooting of computer systems and equipment.
• Provide remote and desk-side technical support, handle IT support tickets, diagnose and repair hardware/software.
• Assist in setting up user accounts, interfacing with software applications, and compiling reports.
• Maintain Active Directory and system accounts, support connectivity and client applications, and help configure LAN/WAN services.
• Monitor VA ServiceNow tickets to ensure adherence to business processes and report discrepancies with corrective actions.
• Work in a mixed environment with sedentary and active tasks, handling electronics safely.
• Apply debugging protocols and processes to resolve issues.
• Troubleshoot customer issues and implement quick corrective actions.

Skills

Customer service

Problem diagnosis

System administration

Data logging

Active Directory

ServiceNow

Tools

ServiceNow

Active Directory

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 - Cincinnati VA Medical Center

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.