Onsite IT Support Engineer – VA Endpoints & Ticketing

kentro; Danville (IL); On-site; USD 39,000 - 44,000; Full time

Job summary

Kentro is hiring an experienced Customer Service Engineer to support the VA-ESOM End Point Support and Operations Monitoring contract across the United States. Location: Onsite at Danville VA Medical Center, Danville, IL.

You will respond to end-user requests, diagnose problems, and guide customers through corrective steps, with emphasis on on-site and remote support. The role requires 2+ years IT support, a technical degree or equivalent experience, and ability to lift up to 50 pounds.

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.
• Experience in conducting routine system administration tasks and logging data in system admin logs.
• Knowledge on a number of debugging protocols and processes.
• Adept knowledge in IT principles and practices, proficiency with Microsoft Office applications, and a basic understanding of system administration in a Windows environment.

Responsibilities

• Install, maintain, test, and troubleshoot computer systems and equipment, ensuring optimal operation and user satisfaction.
• Deliver remote and desk-side technical support, respond to IT tickets, and diagnose/repair hardware and software components.
• Set up and maintain user accounts; interface with other software apps; compile reports.
• Maintain Active Directory and other system accounts; support connectivity and client apps; assist in network services support.
• Monitor VA ServiceNow tickets and propose corrective actions for approval before implementation.
• Handle equipment returns, deployments, inventory, and verification.
• Physically capable of lifting up to 50 pounds and performing related tasks.
• Communicate clearly, listen actively, and build rapport with customers.

Skills

Communication

Active listening

Empathy

Relationship building

Professional demeanor

Ownership

Customer-centric mindset

Education

Bachelor's degree or 8 years experience

Tools

ServiceNow

Microsoft Office

Job description

Kentro is hiring an experienced Customer Service Engineer to support the VA-ESOM End Point Support and Operations Monitoring contract across the United States. Location: Onsite at Danville VA Medical Center, Danville, IL.

You will respond to end-user requests, diagnose problems, and guide customers through corrective steps, with emphasis on on-site and remote support. The role requires 2+ years IT support, a technical degree or equivalent experience, and ability to lift up to 50 pounds.