Kentro · 5 months ago
Customer Service Engineer (VA ESOM - IRP)
Reno, Nevada, United States
Full-time
Hybrid
Mid Level
$28.37/hr - $32/hrKentro is a company dedicated to innovation and collaboration, seeking a Customer Service Engineer to support their VA-ESOM contract across the United States. The role involves providing comprehensive onsite and remote IT support to VA employees and contractors, including troubleshooting and maintaining computer systems and equipment.
Information Technology & Services
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 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
Facilitate 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, reaching, climbing, and crawling to navigate through facility spaces to access and repair equipment
Stand and move throughout the work area for prolonged periods
Qualification
Required
Experience conducting routine system administration tasks and logging data in system admin logs
Ability to interact with customers, diagnose problems, and lead customers through the necessary steps to correct their issues
Support the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment
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
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
Possessing the physical capability to handle demanding tasks such as lifting equipment up to 50 pounds and bending, twisting, squatting, reaching, climbing, and crawling
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
Benefits
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.
Company
Kentro
IT Concepts has transformed into Kentro - your center for innovation, excellence, and growth.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase