Customer Service Engineer (VA ESOM - Major Activation)

3 days ago Be among the first 25 applicants Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers’ missions, fostering professional growth, and making a positive impact on our communities. By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones. Kentro is hiring an experienced Customer Service Engineer to support our VA‑ESOM‑ End Point Support and Operations Monitoring contract across the United States. The VA provides support staff across 100+ CONUS and OCONUS locations, including difficult‑to‑accommodate locales. A Customer Service Engineer can quickly respond to end‑user requests for assistance when existing manuals and scripted responses are insufficient. Location: Onsite – Oklahoma City VHCS, 921 NE 13th Street, Oklahoma City, OK 73104 Duration of Position: Estimated through September 2026, with possibility of extension. 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 report discrepancies with proposed corrective actions for approval before implementation. Manage both sedentary and active work tasks, handling electronic components safely and complying with safety precautions. Utilize debugging protocols and processes to troubleshoot problems identified by customers and implement corrective actions quickly. Facilitate equipment returns, deployments, unboxing, inventorying, and verification. Possess the physical capability to lift equipment up to 50 pounds and perform required movements (bending, twisting, squatting, reaching, climbing, crawling) to access and repair equipment. Stand and move throughout the work area for prolonged periods. Communication & Interpersonal Skills Active listening: Understand customer needs and concerns fully before responding. Clear verbal and written communication: Explain technical issues in simple, customer‑friendly language. Empathy: Show understanding and patience with frustrated or non‑technical customers. Relationship building: Develop trust and rapport with customers and colleagues. Professional demeanor: Represent the company with courtesy and confidence in all interactions. Customer‑Centric Mindset Proactive attitude: Anticipate customer needs before they become issues. Continuous improvement: Seek feedback to improve personal performance and customer experience. Ownership: Take responsibility for resolving issues from start to finish. Travel May be asked to provide additional support during temporary workload surges. These requests may require travel for up to two weeks (12 consecutive days) with specified travel arrangements. Overtime is not authorized for this surge capacity. For work‑related travel, Kentro will pre‑pay airfare and hotel. Out‑of‑pocket expenses must be submitted via expense report. Reimbursements are paid weekly. Per diem for meals and lodging is provided per GSA Per Diem rates for the location. Requirements Bachelor’s degree in computer science, electronics engineering, or related discipline, or 8 years of relevant experience may replace the education requirement. Minimum 2 years of experience in IT Technical Support, Help Desk, or System Administration. Must be able to meet the physical requirements listed in the job description. Preferred Experience conducting routine system administration tasks and logging data in system admin logs. Knowledge of multiple debugging protocols and processes. Proficiency in IT principles and practices, Microsoft Office applications, and basic Windows system administration. Clearance Requirement US Citizen or Green Card holder. Willingness and ability to obtain a Public Trust suitability clearance. Must meet updated ID requirements; if not currently compliant, must update ID in a timely manner to complete suitability. Health Requirements Yearly Flu vaccination. Tuberculosis testing with a negative result. Vaccination records or titer testing for MMR, Hepatitis B, and/or Varicella. Benefits We offer a competitive benefits package that includes paid time off, health care benefits, supplemental benefits, a 401(k) plan with employer match, discount perks, rewards, and more. Every employee is eligible for education reimbursement for certifications, degrees, or professional development. Kentro supports continuous learning and professional growth. Equal Opportunity Employment & VEVRAA Kentro is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, protected veteran status, or any other status protected by applicable federal, state, or local law. Kentro is committed to VEVRAA compliance and other equal‑employment‑opportunity laws. How To Apply To apply, click the “Apply for this Job” button at the top or bottom of this job description. Upload your resume and complete all application steps. For alternative application methods, email View email address on click.appcast.io. Accommodations To perform this job successfully, a candidate must be able to perform each essential duty satisfactorily. Reasonable accommodations are available for qualified individuals with disabilities. Please email View email address on click.appcast.io to discuss accommodations. #J-18808-Ljbffr Kentro