Kentro
Customer Service Engineer (ESOM - Surge Support)
Kentro, Washington, District Of Columbia, United States, 20599
Surge Support Customer Service Engineer
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 Surge Support Customer Service Engineer to support our VA - End Point Support and Operations Monitoring (ESOM) 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 Surge Support Customer Service Engineer will be assigned to a small, mobile team that travels within the district to support events that require dedicated IT support. During surge events, the candidate will support a multitude of IT tasks including asset deployments, imaging, and decommissioning. When not supporting surge events, the candidate will reside at a designated location, responsible for quickly supporting end-user requests for assistance. The ideal candidate must be able to interact with customers, diagnose problems, and lead them through the necessary steps to correct their issues. A Surge Support Customer Service Engineer must have experience conducting routine system administration tasks and logging data in system administration logs. Responsibilities: Serve as a dedicated resource for surge support events within the assigned district, requiring up to 50% travel for up to two (2) weeks at a time; supporting asset deployments, imaging and decommissioning tasks, and other IT duties as assigned Support the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment, ensuring optimal operation and user satisfaction Demonstrate flexibility and adaptability to changing situations, effectively managing multiple users and priorities simultaneously Assist in delivering both remote and desk-side technical support, responding to IT support tickets, performing diagnostic and repair activities and use debugging protocols and processes on both hardware and software components Assist in setting up and maintaining user accounts, Active Directory and other system accounts, interfacing with other software applications, compiling reports, and responding to customer requests Familiar with static IP and DHCP reservations Monitor open tickets in VA's ServiceNow customer incident ticketing system to ensure adherence to business processes 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. 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 up to 8 hours. Base Location: VACO HQ A - 810 Vermont Ave, Washington D.C. Duration of Position: This role has an estimated duration of one year, with a possibility of extension. Salary Range: $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. Travel: A Surge Support Customer Service Engineer will be a dedicated surge support resource; requiring up to 50% travel for up to (2) weeks at a time. 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 Influenza, Measles Mumps & Rubella (MMR), Hepatitis B, and/or Varicella. Testing requirements may include Tuberculosis.
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 Surge Support Customer Service Engineer to support our VA - End Point Support and Operations Monitoring (ESOM) 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 Surge Support Customer Service Engineer will be assigned to a small, mobile team that travels within the district to support events that require dedicated IT support. During surge events, the candidate will support a multitude of IT tasks including asset deployments, imaging, and decommissioning. When not supporting surge events, the candidate will reside at a designated location, responsible for quickly supporting end-user requests for assistance. The ideal candidate must be able to interact with customers, diagnose problems, and lead them through the necessary steps to correct their issues. A Surge Support Customer Service Engineer must have experience conducting routine system administration tasks and logging data in system administration logs. Responsibilities: Serve as a dedicated resource for surge support events within the assigned district, requiring up to 50% travel for up to two (2) weeks at a time; supporting asset deployments, imaging and decommissioning tasks, and other IT duties as assigned Support the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment, ensuring optimal operation and user satisfaction Demonstrate flexibility and adaptability to changing situations, effectively managing multiple users and priorities simultaneously Assist in delivering both remote and desk-side technical support, responding to IT support tickets, performing diagnostic and repair activities and use debugging protocols and processes on both hardware and software components Assist in setting up and maintaining user accounts, Active Directory and other system accounts, interfacing with other software applications, compiling reports, and responding to customer requests Familiar with static IP and DHCP reservations Monitor open tickets in VA's ServiceNow customer incident ticketing system to ensure adherence to business processes 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. 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 up to 8 hours. Base Location: VACO HQ A - 810 Vermont Ave, Washington D.C. Duration of Position: This role has an estimated duration of one year, with a possibility of extension. Salary Range: $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. Travel: A Surge Support Customer Service Engineer will be a dedicated surge support resource; requiring up to 50% travel for up to (2) weeks at a time. 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 Influenza, Measles Mumps & Rubella (MMR), Hepatitis B, and/or Varicella. Testing requirements may include Tuberculosis.