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Kentro · 4 hours ago

Customer Service Engineer (VA ESOM) - EUO Surge Support Travel Team

Hines, IL

Full-time

Hybrid

Entry, Mid Level

$28/hr - $32/hr

2+ years exp

Kentro is a company focused on innovation and collaboration, seeking an experienced Surge Support Travel Team Customer Service Engineer to support their VA - End Point Support and Operations Monitoring contract. The role involves providing onsite and remote IT support, managing critical IT tasks, and ensuring optimal operation and user satisfaction across various locations in the United States.

Information Technology & Services

No H1B

U.S. Citizen Only

Responsibilities

Serves as a dedicated resource for district surge support events; may require the need to travel for 2 weeks at a time, equating to 12 consecutive days, departing on Monday, and returning on the Friday of the following week

Ability to work independently to support a variety of IT tasks including asset deployments, imaging and decommissioning, and other IT duties as assigned

Support critical IT initiatives as defined by EUS leadership, mitigating high priority backlogs. Ensures closure of assignments by documenting status with ServiceNow

Support the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment, ensuring optimal operation and user satisfaction

May 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

May assist in setting up and maintaining user accounts, interfacing with other software applications, compiling reports, and responding to customer requests

May 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

Assist with 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 and crawling to navigate through facility spaces to access and repair equipment

Stand and move throughout the work area for prolonged periods

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

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

A Surge Support Travel Team Customer Service Engineer will be a dedicated surge support resource. Depending on the event, events may require the need to travel for 2 weeks at a time, equating to 12 consecutive days, departing on Monday, and returning on the Friday of the following week

Qualification

IT Technical SupportSystem AdministrationTroubleshootingActive DirectoryMicrosoft OfficeCustomer-Centric MindsetEmpathyCommunication SkillsRelationship Building

Required

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

US Citizen or Green card holder

Willing and able to get a Public Trust Suitability clearance

Must meet updated ID requirements

Yearly Flu Vaccination

Tuberculosis testing with a negative result

Vaccination records or titer testing required for Measles Mumps and Rubella (MMR), Hepatitis B, and/or Varicella

Preferred

Experience in conducting routine system administration tasks and logging data in system admin logs

Knowledge on 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