Customer Service Engineer (VA ESOM - Audie L. Murphy Memorial Veterans Hospital)

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. 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 Veteran Affairs (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. Location Audie L. Murphy Memorial Veterans Hospital - San Antonio, TX 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 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 configure local and wide area network services. Monitor open tickets in VA's ServiceNow customer incident ticketing system to ensure adherence to business processes; report discrepancies with proposed corrective actions for approval before implementation. Work in both sedentary and active environments, handling electronic components safely and following safety precautions. Utilize debugging protocols and processes; troubleshoot problems identified by customers and implement corrective actions quickly. Facilitate equipment returns, deployments, unboxing, inventorying, and verification. Physically capable of lifting equipment up to 50 pounds and navigating confined spaces (bending, twisting, squatting, reaching, climbing, crawling). Stand and move throughout the work area for prolonged periods. Communication & Interpersonal Skills Active listening: understand customer needs and concerns 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 surge capacity support; may require travel for up to 12 consecutive days. Overtime not authorized for surge capacity work. For related travel, Kentro will pre‑pay airfare and hotel; out‑of‑pocket expenses require expense report; per diem for meals and lodging provided based on GSA rates. Requirements Bachelor's degree in computer science, electronics engineering, or another technical discipline, or 8 years of relevant experience. 2+ years of experience in IT Technical Support, Help Desk, or System Administration. Must meet all stated physical requirements. Preferred Experience conducting routine system administration tasks and logging data in system admin logs. Knowledge of debugging protocols and processes. Strong IT principles and practices knowledge, proficiency with Microsoft Office, and basic understanding of Windows system administration. Clearance Requirement US Citizen or Green Card holder. Willing and able to obtain a Public Trust Suitability clearance. Must meet updated ID requirements; if currently not meeting them, willing to update promptly. Health Requirements Yearly flu vaccination. Negative tuberculosis test. Vaccinations or titer testing for MMR, Hepatitis B, and/or Varicella. Benefits 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. Access to virtual and in‑person wellness events and annual celebrations. Charity galas/events hosted and attended in alignment with community commitment. Commitment to 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 regulating equal employment opportunity. We maintain comprehensive policies and procedures ensuring our hiring practices align with these requirements. We encourage protected veterans to self‑identify during the application process, a voluntary and confidential action used only for reporting and compliance purposes as required by law. 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. If you need alternative application methods, please email View email address on click.appcast.io and request assistance. Accommodations Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions. If you need to discuss accommodations, email View email address on click.appcast.io . Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Information Technology Industries IT Services and IT Consulting #J-18808-Ljbffr Kentro