Surge Support Lead (VA ESOM

Position Overview

Kentro is hiring an experienced Surge Support Lead to support our VA – End Point Support and Operations Monitoring (ESOM) contract across the United States. The role involves supporting IT customers for VA organizations, including the provision of onboarding, imaging, and decommissioning services during surge events, as well as routine IT administration and project support at a primary site.

Location: Onsite Washington VA Medical Center (Washington, DC)

Salary Range: $74,000 – 84,000/annually. Pay is influenced by geography, market demand, skills, education, experience, and other qualifications.

• 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; support asset deployments, imaging, decommissioning tasks, and other IT duties.
• Lead and support a team of customer service engineers, prioritizing critical problems and providing technical guidance during daily operations and surge events.
• Use online reporting tools and Excel to mine data, generate actionable insights, and create asset replacement schedules.
• Manage routine IT administration tasks and log data in system, support the installation, maintenance, testing, and troubleshooting of computer systems and equipment.
• Provide responsive customer support, adhering to customer‑specified Key Performance Indicators.
• Collaborate with District Project Managers, surge support teams, and onsite staff during surge events.
• Possess the physical capability to lift equipment up to 50 pounds and navigate facility spaces to access and repair equipment.
• Stand and move throughout the work area for prolonged periods up to eight (8) hours.

• Up to 50% travel for up to (2) weeks at a time.
• Overtime is not authorized for any surge capacity work.
• Employees pay for out‑of‑pocket travel expenses and submit an expense report per Kentro policy. Reimbursements are paid weekly. Per diem for meals and lodging is provided for overnight stays based on GSA Per Diem Rates.

• Bachelor’s degree in computer science, electronics engineering, or another technical discipline; 5+ years of relevant experience (or 8+ years of experience may substitute for education).
• Experience conducting routine system administration tasks and logging data in system administration logs.
• Adept knowledge of IT principles and practices, proficiency with Microsoft Office applications, and a basic understanding of system administration in a Windows environment.
• Experience with networking and scripting.
• Strong customer service experience.
• Candidates must meet the physical requirements of the role as described.

• ITIL v4 certification.
• Knowledge of VA organizational structure and IT environment.
• Experience with MS Bookings.
• Experience with cloud‑based infrastructure and deployment.
• Previously held or currently holds a Public Trust – Level 4.

• US Citizen or Green card holder.
• Willing and able to obtain a Public Trust Suitability clearance.
• Must meet updated : https://(Use the "Apply for this Job" box below)..
• Must be willing and able to update current forms of  a timely manner to complete the suitability process.

• Yearly Flu Vaccination.
• Tuberculosis testing with a negative result.
• Vaccination records or titer testing required for Measles Mumps and Rubella (MMR), Hepatitis B, and/or Varicella.

Competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401(k) with an employer match, discount perks, rewards, and more. All employees are eligible for education reimbursement for certifications, degrees, or professional development.

Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran, or any other status protected by applicable federal, state, or local law.

Kentro is strongly committed to compliance with VEVRAA and other applicable laws…