Customer Service Engineer (VA ESOM)

Kentro; Sioux Falls (SD); On-site; USD 65,000 - 95,000; Full time

Job summary

Kentro in Sioux Falls, SD, is hiring a Customer Service Engineer for VA-ESOM End Point Support and Operations Monitoring. The role will deliver onsite and remote IT support to VA staff nationwide, with duties spanning installation, maintenance, and troubleshooting of computer systems and networks.

The position requires 2+ years in IT support or system administration and a relevant Bachelor's degree or equivalent experience.

Qualifications

• Bachelor's degree or 8+ years of relevant experience as a substitute.
• 2+ years of IT technical support, help desk, or system administration.
• Candidate must meet the physical requirements listed in the job description.

Responsibilities

• Provide onsite and remote IT support for government customers and VA-related operations.
• Install, maintain, test, and troubleshoot computer systems and equipment.
• Respond to support tickets and perform hardware/software diagnostics and repairs.
• Set up and maintain user accounts and interface with software applications.
• Monitor and report on system health, and document actions in logs.

Skills

IT support

System administration

Customer service

Communication

Teamwork

Education

Bachelor's degree in computer science or related field

8+ years of relevant experience in lieu of education

Tools

Microsoft Office

Windows OS

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 - Royal C. Johnson Veterans' Memorial Hospital (Sioux Falls, SD)

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 elevate 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 beforehandand depending on the event, events may require the need to travel for 2 weeks at a time, equating to 12 consecutive days, departing on Monday, and returning on the Friday of the following week.
• Overtime is not authorized for any work to include this surge capacity.
• For work related travel, Kentro will pre-pay specific expenses (airfare, and hotel); expenses that are out-of-pocket will require submission of 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.

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 of the role as listed in the job description.

Preferred:

• 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

Clearance requirement:

• US Citizen or Lawful Permanent Resident (Green Card)
• Willing and able to get a Public Trust Suitability clearance
  • Must meet updated