About the job
Welcome to IT Concepts, doing business as Kentro, where our commitment to innovation creates opportunities and collaborative efforts lead to remarkable achievements. Our vibrant network of professionals is dedicated to enhancing our clients’ objectives, supporting career advancement, and positively influencing our communities. By becoming a part of our team, you will experience Kentro's unwavering commitment to your personal and professional growth. Together, we can instigate meaningful transformations, ignite innovation, and reach exceptional goals.
Kentro is seeking a skilled Customer Service Engineer to bolster our VA-ESOM - End Point Support and Operations Monitoring contract nationwide. This role involves delivering comprehensive onsite and remote IT support to a vast network of over 340,000 VA employees and numerous contractors utilizing government-provided IT resources across various VA Administrations and special program offices. Our support staff operates in over 100 CONUS and OCONUS locations, including challenging environments such as high-cost living areas or economically underserved regions where VA offices may necessitate onsite assistance.
The ideal Customer Service Engineer will swiftly address end-user inquiries when existing manuals and scripted responses fall short. This role requires effective customer interaction, problem diagnosis, and guiding users through necessary corrective measures. Candidates should possess experience with routine system administration tasks and maintaining accurate admin logs.
Location: Onsite at Oklahoma City VHCS, 921 NE 13th Street, Oklahoma City, OK 73104
Position Duration: This position is anticipated to last until September 2026, with potential for extension.
Key Responsibilities:
- Facilitate the installation, maintenance, testing, and troubleshooting of computer systems and equipment, ensuring peak performance and user satisfaction.
- Provide both remote and desk-side technical support, managing IT support tickets, and executing diagnostic and repair tasks on hardware and software components.
- Assist in establishing and maintaining user accounts, integrating with other software applications, compiling reports, and responding to client inquiries.
- Support Active Directory and other system accounts, enhance connectivity and client applications, and aid in configuring and supporting local and wide area network services.
- Oversee open tickets in the VA’s ServiceNow customer incident ticketing system to ensure compliance with business processes, reporting discrepancies along with suggested corrective actions for approval prior to implementation.
- The work environment encompasses both sedentary and active tasks, requiring adaptability and a proactive approach.