Onsite IT Support Engineer – VA Systems

Kentro; Chicago (IL); On-site; USD 65,000 - 85,000; Full time

Job summary

Kentro is seeking a Customer Service Engineer for the VA contract, providing onsite and remote support to government IT users. The role requires diagnosing issues, managing system tasks, and guiding customers through solutions at the Jesse Brown VA Medical Center in Chicago, IL.

The ideal candidate has 2+ years in IT support or system administration, a relevant technical degree or equivalent experience, and the ability to lift heavy equipment and work across varied environments.

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.

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

Clear communication

Empathy

Relationship-building

Professional demeanor

Education

Bachelors degree in computer science, electronics engineering, or other engineering or technical discipline

Tools

Microsoft Office

Job description

Kentro is seeking a Customer Service Engineer for the VA contract, providing onsite and remote support to government IT users. The role requires diagnosing issues, managing system tasks, and guiding customers through solutions at the Jesse Brown VA Medical Center in Chicago, IL.

The ideal candidate has 2+ years in IT support or system administration, a relevant technical degree or equivalent experience, and the ability to lift heavy equipment and work across varied environments.