Customer Service Engineer System Administrator ESOM

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 hiring an experienced Customer Service Engineer (System Administrator) to support our VA-ESOM- End Point Support and Operations Monitoring contract across the United States. 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 Customer Service Engineer is able to quickly respond to end user requests for assistance when existing manuals and scripted responses are not sufficient to meet user needs. Must be able to interact with customers and diagnose problems and lead customers through the necessary steps to correct their issues. Must have experience in conducting routine system administration tasks and logging data in system admin logs.

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.

Assist 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.

Locations: Chicago Regional Benefit Office

Salary Range: $28. 37/hr - $32. 69/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.

Requirements

Bachelor's degree in computer science, electronics engineering or other engineering or technical discipline

2+ years of relevant Experience

8 years of additional relevant experience may be substituted for education

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

Possessing the physical capability to handle demanding tasks such as lifting equipment up to 50 pounds and navigating through facility spaces to access and repair equipment.

Clearance requirement:

US Citizen or Green card holder

Willing and able to get a Public Trust Suitability clearance

Benefits

The Company

We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let's solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

We hold three ISO certifications (27001:2013, ():2011, 9001:2015) and two CMMI ML 3 ratings (DEV and SVC).

Industry Recognition

Growth | Inc 5000's Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies, Top Performing Small Technology Companies in Greater D. C.

Culture | Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal: Best Places to Work, Corporate Diversity Index Winner - Mid-Size Companies, Companies Owned by People of Color; Department of Labor's HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award


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