Customer Service Engineer (ESOM VACO HQ A - 810 Vermont Ave)

Customer Service Engineer (CSE)

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities.

Our transition to Kentro in 2025 reflects a rich legacy built upon the foundation of IT Concepts. Rather than leaving ITC behind, we confidently embrace a future centered around the Core of More. By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones.

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.

Responsibilities:

• Leverages their expertise to support the full suite of Microsoft and Apple applications, performing standard network setup at user levels, as well as user training.
• Actively engages in learning new technologies and provides quality customer service to ensure no disruption in service.
• Provides deskside services by performing installation, configuration, maintenance, and troubleshooting on VACO personal desktop computers (Windows operating system), MAC computers (Apple operating system), laptops, and peripherals such as printers, monitors, and scanners.
• Provides support for the latest versions of existing IT applications, IT equipment and products as they are deployed by VACO, including technical support for all IT equipment including computers, laptops, projectors on a continual basis.
• Manage ServiceNOW (SNOW) helpdesk tickets and request queues; responsible for updating assigned tickets and requests daily and meeting service level agreements.
• Supports imaging and warranty requests for assets located at the VACO warehouse.
• 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.
• Ability to support shift work; this schedule may require deviation from a standard 9 am – 5 pm work schedule in order to provide responsive customer support.
• 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.
• May support temporary periods of increased workload, referred to as "surge capacity." These requests would be discussed and coordinated beforehand and could require travel of up to two (2) weeks.

Location: Onsite - 810 Vermont Ave NW, Washington D.C.

Salary Range: $28.37/hr - $34/hr. Factors influencing pay within this range include geography, market demand, skills, education, experience, and other qualifications of the successful candidate.

Travel:

• A Customer Service Engineer may be asked to provide additional support during temporary periods of increased workload, referred to as "surge capacity." These requests would be discussed and coordinated beforehand and could require travel of up to two (2) weeks.
• Overtime is not authorized for any work to include this surge capacity.
• For work related travel, employees will pay for expense out-of-pocket and submit an expense report in accordance with Kentro policy. 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.

Health Requirements:

This Kentro position provides on-site support for the Veterans Health Administration (VHA). The VHA has facility-specific vaccination and testing requirements (outlined below). If chosen for this role, candidates may be required to show proof that the below vaccinations and testing are current. The VHA will provide guidance on specific documents needed and how to request reasonable accommodations.

• Vaccine requirements may include COVID-19, Influenza, Measles Mumps & Rubella (MMR), Hepatitis B, and/or Varicella.
• Testing requirements may include Tuberculosis.