Customer Service Engineer; VA ESOM; IRP Surge Team

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.

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.

Base

Location:

Salt Lake City
Regional Benefit Office, 550 Foothill Dr., Salt Lake City, UT 84113

This Job Description reflects the primary duties of the role; however, it is not intended to be all‑inclusive. Team members may be asked to take on additional responsibilities in alignment with customer expectations, business needs, and Kentro’s culture of collaboration and adaptability.

• 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…