Onsite IT Support Engineer – VA Endpoints

Kentro; Washington (District of Columbia); On-site; USD 39,000 - 44,000; Full time

Job summary

Kentro is seeking an experienced Customer Service Engineer to support VA-ESOM End Point Support and Operations Monitoring across the United States. The role is onsite in the Washington, DC area with a Monday–Friday shift and a base hourly range of $28–$32.

Candidates must meet physical requirements and have IT support experience, including Active Directory and ServiceNow. The job involves remote and desk-side support, incident management in ServiceNow, and travel for surge capacity as needed.

Qualifications

• Bachelor's degree 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.

Responsibilities

• Support the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment.
• 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 report discrepancies with proposed corrective actions.
• The work environment involves both sedentary and active elements, requiring careful handling of electronic components and adherence to safety precautions.
• 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 lift up to 50 pounds and move around the work area.

Skills

Active listening

Clear communication

Empathy

Relationship building

Professional demeanor

Education

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

8 years of additional relevant experience may substitute for education

Tools

Active Directory

ServiceNow

Microsoft Office

Windows OS

Job description

Kentro is seeking an experienced Customer Service Engineer to support VA-ESOM End Point Support and Operations Monitoring across the United States. The role is onsite in the Washington, DC area with a Monday–Friday shift and a base hourly range of $28–$32.

Candidates must meet physical requirements and have IT support experience, including Active Directory and ServiceNow. The job involves remote and desk-side support, incident management in ServiceNow, and travel for surge capacity as needed.