Customer Service Engineer; VA ESOM - EUO Surge Team

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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.

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.

• Serves as a dedicated resource for district surge support events; may require the need to travel for 2 weeks at a time, equating to 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. Ensures 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 both remote and desk-side technical support, responding to IT support tickets, and performing diagnostic and repair activities on both 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 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.
• Assist with equipment returns, deployments, unboxing, inventorying, and verification.
• Possessing the physical capability to handle demanding tasks such as…