Onsite IT Service Engineer – VA Endpoints & Support

Kentro; Baltimore (MD); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Healthcare benefits

401k including employer match

Education reimbursement

Job summary

Kentro is seeking an experienced Customer Service Engineer to support VA-ESOM End Point and Operations Monitoring across the United States. This onsite role at the Baltimore VA Medical Center provides hands-on IT support to government users and contractors, combining hardware, software, and network troubleshooting.

You will diagnose issues, manage user accounts, assist with Active Directory, and monitor ServiceNow tickets.

Qualifications

• Bachelor's degree or 8 years of additional relevant experience may substitute 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

Customer service

Communication

Empathy

Relationship building

Education

Bachelor's degree in computer science, electronics engineering, or other engineering or technical discipline

Tools

Microsoft Office

Job description

Kentro is seeking an experienced Customer Service Engineer to support VA-ESOM End Point and Operations Monitoring across the United States. This onsite role at the Baltimore VA Medical Center provides hands-on IT support to government users and contractors, combining hardware, software, and network troubleshooting.

You will diagnose issues, manage user accounts, assist with Active Directory, and monitor ServiceNow tickets.