Customer Service Engineer (ESOM - IRP)

IT Concepts dba Kentro is hiring a Customer Service Engineer to support their VA-ESOM- End Point Support and Operations Monitoring contract across the United States. The ideal candidate will have a bachelor's degree in computer science or a related field and 2+ years of experience in IT Technical Support, Help Desk or System Administration.

Requirements

• 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.
• 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.

Benefits

• Paid time off
• Healthcare benefits
• Supplemental benefits
• 401k including an employer match
• Discount perks
• Rewards