Onsite IT Support Engineer

Kentro; Reno (NV); On-site; USD 52,000 - 78,000; Full time

Job summary

Kentro, Reno, NV, is seeking a Customer Service Engineer to support the VA-ESOM End Point Support and Operations Monitoring contract across the United States. You will respond to end-user requests, diagnose issues, and guide customers through resolutions.

The role includes routine system administration tasks, logging in admin systems, and assisting with Active Directory and network services, with onsite work at the Reno VA Medical Center and travel as needed.

Qualifications

• 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.

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.

Job description

Kentro, Reno, NV, is seeking a Customer Service Engineer to support the VA-ESOM End Point Support and Operations Monitoring contract across the United States. You will respond to end-user requests, diagnose issues, and guide customers through resolutions.

The role includes routine system administration tasks, logging in admin systems, and assisting with Active Directory and network services, with onsite work at the Reno VA Medical Center and travel as needed.