Customer Service Engineer; ESOM - Surge

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:

Salt Lake City
Duration of Position: Estimated one year, with possibility of extension.

• Serve as a dedicated resource for district surge support events; may require traveling for 2 weeks at a time (12 consecutive days, Monday departure, Friday return).
• Work independently to support a variety of IT tasks including asset deployments, imaging, decommissioning, and other IT duties as assigned.
• Support critical IT initiatives as defined by EUS leadership, mitigating high-priority backlogs and ensuring closure of assignments by documenting status with Service Now.
• Assist the Government with installation, maintenance, testing, and troubleshooting of computer systems and equipment to ensure optimal operation and user satisfaction.
• Provide remote and desk-side technical support, respond to IT support tickets, and perform diagnostic and repair activities on both hardware and software components.
• Set up and maintain user accounts, interface with other software applications, compile reports, and respond to customer requests.
• Maintain Active Directory and other system accounts, support connectivity and client applications, and assist in configuring and supporting local and wide area network services.
• Monitor open tickets in VA’s Service Now customer incident ticketing system to ensure adherence to business processes and report discrepancies with proposed corrective actions.
• Manage physical handling of equipment, including lifting up to 50 pounds, bending, twisting, squatting, and crawling to access and repair equipment.
• Stand and move throughout the work area for prolonged periods.
• Utilize debugging protocols and processes to troubleshoot problems and issues identified by customers, implementing corrective actions quickly.
• Assist with equipment returns, deployments, unboxing, inventorying, and verification.

• 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.

• Proactive attitude: Anticipate customer needs before they become issues.
• Continuous improvement: Seek feedback to improve both personal performance and customer experience.
• Ownership: Take responsibility for resolving issues from start to finish.

• Surge support travel may require 2 weeks at a time (12 consecutive days, Monday departure, Friday return).
• Overtime is not authorized for surge capacity work.
• Kentro will pre-pay specific expenses (airfare and hotel); out-of-pocket expenses require expense report per Kentro policy, reimbursed weekly. Per diem for meals and lodging will follow GSA rates.

• Bachelor's degree in computer science, electronics engineering, or other engineering/technical discipline, or 8 years of relevant experience.
• 2+ years of experience in IT Technical Support, Help Desk, or System Administration.
• Ability to meet the physical requirements listed in the description.

• Experience conducting routine system administration tasks and logging data in system admin logs.
• Knowledge of various debugging protocols and processes.
• Adept knowledge of IT principles and practices, proficiency with Microsoft Office applications, and a basic understanding of system administration in a Windows environment.

• US Citizen or Green Card holder.
• Willing and…