Kentro
Customer Service Engineer (VA ESOM) - EUO Surge Support Travel Team
Kentro, Melrose Park, Illinois, United States
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. 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.
Base Location:
Edward Hines Jr. VA Hospital, Hines, IL
Duration of Position:
This role has an estimated duration of one year, with a possibility of extension.
Compensation:
$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
Serves as a dedicated resource for district surge support events; may require the need to travel for 2 weeks at a time, equating to 12 consecutive days, departing on Monday, and returning on the Friday of the following week.
Ability to work independently to support a variety of IT tasks including asset deployments, imaging and decommissioning, and other IT duties as assigned.
Support critical IT initiatives as defined by EUS leadership, mitigating high priority backlogs. Ensures closure of assignments by documenting status with ServiceNow.
Support the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment, ensuring optimal operation and user satisfaction.
May 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.
May assist in setting up and maintaining user accounts, interfacing with other software applications, compiling reports, and responding to customer requests.
May 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.
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.
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 elevate into issues.
Continuous improvement: Seek feedback to improve both personal performance and customer experience.
Ownership: Take responsibility for resolving issues from start to finish.
Travel
A Surge Support Travel Team Customer Service Engineer will be a dedicated surge support resource. Depending on the event, events may require the need to travel for 2 weeks at a time, equating to 12 consecutive days, departing on Monday, and returning on the Friday of the following week.
Overtime is not authorized for any work to include this surge capacity.
For work related travel, Kentro will pre-pay specific expenses (airfare, and hotel); expenses that are out-of-pocket will require submission of 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.
Requirements
Bachelor's degree in computer science, electronics engineering, or other engineering or technical discipline or 8 years of additional relevant experience may be substituted for education.
2+ years of experience in IT Technical Support, Help Desk or System Administration.
Candidates must be able to meet the physical requirements of the role as listed in the job description.
Preferred
Experience in conducting routine system administration tasks and logging data in system admin logs
Knowledge on a number of debugging protocols and processes
Adept knowledge in IT principles and practices, proficiency with Microsoft Office applications, and a basic understanding of system administration in a Windows environment
Clearance Requirement
US Citizen or Green card holder
Willing and able to get a Public Trust Suitability clearance
Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents
Health Requirement
Yearly Flu Vaccination
Tuberculosis testing with a negative result
Vaccination records or titer testing required for Measles Mumps and Rubella (MMR), Hepatitis B, and/or Varicella
Benefits We offer a competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more. We invest in our employees – every employee is eligible for education reimbursement for certifications, degrees, or professional development. Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development. We work hard; we play hard. Kentro is committed to incorporating fun into every day. We dedicate funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.
Commitment Equal Opportunity Employment & VEVRAA Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state or local law. Kentro is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements. As part of our VEVRAA compliance efforts, Kentro has established an equal opportunity plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness. We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility. Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness.
How To Apply To apply to Kentro Positions – please click on the “Apply for this Job” button at the bottom or the button at the top: “Application.” Please upload your resume and complete all the application steps. You must submit the application for Kentro to consider you for a position. If you need alternative application methods, please email careers@kentro.us and request assistance.
Accommodations To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations, please email careers@kentro.us.
Seniority level Mid-Senior level
Employment type Full-time
Job function Information Technology
Industries IT Services and IT Consulting
#J-18808-Ljbffr
Base Location:
Edward Hines Jr. VA Hospital, Hines, IL
Duration of Position:
This role has an estimated duration of one year, with a possibility of extension.
Compensation:
$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
Serves as a dedicated resource for district surge support events; may require the need to travel for 2 weeks at a time, equating to 12 consecutive days, departing on Monday, and returning on the Friday of the following week.
Ability to work independently to support a variety of IT tasks including asset deployments, imaging and decommissioning, and other IT duties as assigned.
Support critical IT initiatives as defined by EUS leadership, mitigating high priority backlogs. Ensures closure of assignments by documenting status with ServiceNow.
Support the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment, ensuring optimal operation and user satisfaction.
May 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.
May assist in setting up and maintaining user accounts, interfacing with other software applications, compiling reports, and responding to customer requests.
May 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.
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.
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 elevate into issues.
Continuous improvement: Seek feedback to improve both personal performance and customer experience.
Ownership: Take responsibility for resolving issues from start to finish.
Travel
A Surge Support Travel Team Customer Service Engineer will be a dedicated surge support resource. Depending on the event, events may require the need to travel for 2 weeks at a time, equating to 12 consecutive days, departing on Monday, and returning on the Friday of the following week.
Overtime is not authorized for any work to include this surge capacity.
For work related travel, Kentro will pre-pay specific expenses (airfare, and hotel); expenses that are out-of-pocket will require submission of 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.
Requirements
Bachelor's degree in computer science, electronics engineering, or other engineering or technical discipline or 8 years of additional relevant experience may be substituted for education.
2+ years of experience in IT Technical Support, Help Desk or System Administration.
Candidates must be able to meet the physical requirements of the role as listed in the job description.
Preferred
Experience in conducting routine system administration tasks and logging data in system admin logs
Knowledge on a number of debugging protocols and processes
Adept knowledge in IT principles and practices, proficiency with Microsoft Office applications, and a basic understanding of system administration in a Windows environment
Clearance Requirement
US Citizen or Green card holder
Willing and able to get a Public Trust Suitability clearance
Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents
Health Requirement
Yearly Flu Vaccination
Tuberculosis testing with a negative result
Vaccination records or titer testing required for Measles Mumps and Rubella (MMR), Hepatitis B, and/or Varicella
Benefits We offer a competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more. We invest in our employees – every employee is eligible for education reimbursement for certifications, degrees, or professional development. Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development. We work hard; we play hard. Kentro is committed to incorporating fun into every day. We dedicate funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.
Commitment Equal Opportunity Employment & VEVRAA Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state or local law. Kentro is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements. As part of our VEVRAA compliance efforts, Kentro has established an equal opportunity plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness. We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility. Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness.
How To Apply To apply to Kentro Positions – please click on the “Apply for this Job” button at the bottom or the button at the top: “Application.” Please upload your resume and complete all the application steps. You must submit the application for Kentro to consider you for a position. If you need alternative application methods, please email careers@kentro.us and request assistance.
Accommodations To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations, please email careers@kentro.us.
Seniority level Mid-Senior level
Employment type Full-time
Job function Information Technology
Industries IT Services and IT Consulting
#J-18808-Ljbffr