Customer Service Engineer

Description:

Kentro (formerly IT Concepts) is seeking a highly capable and experienced Customer Service Engineer (System Administrator) to support its VA-ESOM contract with the Veterans Health Administration (VHA). This role involves both onsite and remote technical support for IT customers, ensuring end-user satisfaction through proactive problem resolution and effective systems administration.

As a Customer Service Engineer, you will be responsible for installing, testing, and troubleshooting computer systems and ensuring their optimal operation. The role includes desk-side technical support, system administration, user account management, Active Directory maintenance, and ensuring network connectivity. You will monitor incident tickets via VA's ServiceNow system and execute corrective actions, adhering to safety protocols while handling electronic components.

Key Responsibilities:

• Provide technical support for hardware/software installations and maintenance.

• Respond to IT tickets and perform diagnostic and repair work.

• Administer user accounts, Active Directory, and software integrations.

• Support both local and wide area networks and troubleshoot connectivity issues.

• Monitor and address client-reported issues via VA’s ticketing system.

• Ensure workplace safety while handling equipment and electronic components.

• Utilize debugging protocols to quickly resolve technical challenges.

Travel & Surge Support:
May require travel up to two weeks during surge periods. All travel expenses are reimbursed weekly in accordance with Kentro’s policies, with per diem for meals and lodging provided.

Health & Vaccination Requirements:
Due to the VHA work environment, vaccination/testing compliance is mandatory. Required vaccines may include COVID-19, Influenza, MMR, Hepatitis B, Varicella, and TB testing.

Requirements:

• Bachelor’s degree in Computer Science or related field (or 8+ years of relevant experience)

• Minimum 2 years of relevant technical experience

• System administration and logging expertise

• Proficient with Microsoft Office and basic Windows system administration

• Able to lift up to 50 lbs and navigate facility spaces

• US Citizenship or Green Card holder

• Must be willing to obtain a Public Trust Suitability clearance

Benefits:

• Paid time off, healthcare, supplemental benefits, and 401k with employer match

• Education reimbursement for certifications, degrees, and professional development

• A vibrant culture with team events, wellness activities, and charity engagement

• Recognized as a top employer and award-winning workplace