Onsite IT Service Engineer – VA End Point Support

Kentro; Anchorage (AK); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Healthcare benefits

401k with employer match

Education reimbursement

Paid time off

Job summary

Kentro is hiring an experienced Customer Service Engineer for VA-ESOM End Point Support and Operations Monitoring. The role covers onsite and remote support across the United States, with emphasis on Anchorage VA Medical Center.

You will diagnose, resolve, and document issues while coordinating with government teams and VA staff. The position requires a BS in a technical field or 2+ years IT support experience, US citizenship/clearance eligibility, and willingness to travel.

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.

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.

Skills

Active listening

Clear communication

Empathy

Relationship building

Professional demeanor

Education

Bachelor's degree in CS/engineering or related field

8 years of additional relevant experience alternative

Tools

ServiceNow

Active Directory

Microsoft Office

Job description

Kentro is hiring an experienced Customer Service Engineer for VA-ESOM End Point Support and Operations Monitoring. The role covers onsite and remote support across the United States, with emphasis on Anchorage VA Medical Center.

You will diagnose, resolve, and document issues while coordinating with government teams and VA staff. The position requires a BS in a technical field or 2+ years IT support experience, US citizenship/clearance eligibility, and willingness to travel.