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

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 - $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.

• 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 outlined 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
• If you do not currently meet the ID requirements outlined, you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully. 

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, 20000-1:2011, 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

Benefits

We offer 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 of this Job Description 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 [email protected] 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 [email protected].