Onsite IT Support Engineer — Customer Service Expert

Kentro; Jacksonville (FL); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Paid time off

Healthcare benefits

401k including an employer match

Education reimbursement for certs

Job summary

Kentro is hiring an experienced Customer Service Engineer to provide onsite and remote support for VA-ESOM End Point and Operations Monitoring across the United States. Location: Jacksonville, FL.

You will diagnose issues, guide users through fixes, and perform routine system administration tasks. The role requires 2+ years in IT support or sysadmin, a relevant technical degree or equivalent experience, and the ability to travel during surge periods.

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.

Skills

IT Technical Support

Help Desk

System Administration

Customer service

Communication

Adaptability

Education

Bachelor's degree in computer science or related field

Tools

Active Directory

Windows OS

ServiceNow

Job description

Kentro is hiring an experienced Customer Service Engineer to provide onsite and remote support for VA-ESOM End Point and Operations Monitoring across the United States. Location: Jacksonville, FL.

You will diagnose issues, guide users through fixes, and perform routine system administration tasks. The role requires 2+ years in IT support or sysadmin, a relevant technical degree or equivalent experience, and the ability to travel during surge periods.