Customer Service Engineer; VA ESOM - EUO Surge Team

Overview

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.

Kentro is hiring an experienced Surge Support Travel Team 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.

• Serves as a dedicated resource for district surge support events; may require travel for 2 weeks at a time (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. Ensure closure of assignments by documenting status with Service Now.
• 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 remote and desk-side technical support, responding to IT support tickets, and performing diagnostic and repair activities on 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 Service Now ticketing system to ensure adherence to business processes; report discrepancies with proposed corrective actions for approval before implementation.
• Work environment includes sedentary and active elements; handle electronic components safely to prevent injuries or equipment damage.
• Utilize debugging protocols and processes; troubleshoot problems identified by customers and implement corrective actions quickly.
• Assist with equipment returns, deployments, unboxing, inventorying, and verification.
• Possess the physical capability to handle tasks such as lifting up to 50 pounds and bending, twisting, squatting and crawling to access and repair equipment; stand and move throughout the work area for extended periods.

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.

• 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.

• Experience in conducting routine system administration tasks and logging data in system admin logs.
• Knowledge of…