Customer Service Engineer (VA ESOM VACO - 425 I Street)

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Kentro is seeking an experienced Customer Service Engineer (CSE) to support our VA-ESOM- End Point Support and Operations Monitoring contract. The VA is responsible for providing 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 provides support staff across 100+ CONUS and OCONUS locations including difficult-to-accommodate locales, such as high cost of living or under supported economic areas, where VA offices or facilities may be located and require onsite services. 

A Veteran Affairs Central Office (VACO) Customer Service Engineer provides support to over 10,000 devices, as well as VA leadership; the candidate will be part of a team that is responsible for meeting service level metrics. The candidate will also be responsible for providing deskside support, remote support, and technical and operational support for both Windows and Apple operating systems. Candidates are responsible for supporting VACO Campus Customers with respect to computer equipment and the software installed on their systems and ensuring functionality in the VACO environment. 

Location: Onsite 425 I Street NW, Washington D.C.

Shifts Available: Monday - Friday 7AM-3:30PM

Salary Range: $28.37/hr - $32/hr. Factors influencing pay within this range include geography, market demand, skills, education, experience, and other qualifications of the successful candidate.

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.
• 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: