Customer Service Engineer

Overview 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 comprehensive onsite and remote support to IT customers across all VA Administrations and special program offices, including direct support of over 340,000 VA employees and thousands of contractors who use government‑furnished IT equipment and infrastructure. The VA staff works 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, diagnose problems, and guide customers through necessary steps to correct issues. The role requires routine system administration tasks and logging data in system admin logs. Location: Onsite – James H. Quillen VA Medical Center (Mountain Home, TN) 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 any discrepancies 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. Possess 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. 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 escalate into issues. Continuous improvement: Seek feedback to improve both personal performance and customer experience. Ownership: Take responsibility for resolving issues from start to finish. Travel A Customer Service Engineer may be asked to provide additional support during temporary periods of increased workload, referred to as “surge capacity.” These requests would be discussed and coordinated beforehand and may require travel for up to 2 weeks at a time, equating to 12 consecutive days, departing on Monday and returning on the Friday of the following week. Overtime is not authorized for any work to include this surge capacity. For work‑related travel, Kentro will pre‑pay specific expenses (airfare and hotel). Out‑of‑pocket expenses will require submission of an expense report in accordance with Kentro policy. Expense reimbursements are paid out weekly. Per diem for meals and lodging will be provided for overnight stays based on the GSA Per Diem Rates for that location. 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. Preferred: Experience in conducting routine system administration tasks and logging data in system admin logs. Knowledge of 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. Clearance Requirement US Citizen or Green card holder. Willing and able to obtain a Public Trust Suitability clearance. Must meet updated ID requirements: If you do not currently meet the ID requirements outlined, you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully. Benefits Competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401(k) with employer match, discount perks, rewards, and more. Education reimbursement for certifications, degrees, or professional development. Flexibility for taking courses, completing certifications, or other professional growth and networking opportunities. Annual events and wellness activities hosted by Kentro. Commitment Equal Opportunity Employment & VEVRAA Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local law. Kentro is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements. As part of our VEVRAA compliance efforts, Kentro has established an equal opportunity plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness. We encourage protected veterans to self‑identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility. Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness. #J-18808-Ljbffr