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Kentro is hiring an experienced Surge Support 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.

Responsibilities:

• 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; supporting asset deployments, imaging and decommissioning tasks, and other IT duties as assigned
• Support the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment, ensuring optimal operation and user satisfaction
• Demonstrate flexibility and adaptability to changing situations, effectively managing multiple users and priorities simultaneously
• Assist in delivering both remote and desk-side technical support, responding to IT support tickets, performing diagnostic and repair activities and use debugging protocols and processes on both hardware and software components 
• Assist in setting up and maintaining user accounts, Active Directory and other system accounts, interfacing with other software applications, compiling reports, and responding to customer requests  
•  Familiar with static IP and DHCP reservations
• Monitor open tickets in VA’s ServiceNow customer incident ticketing system to ensure adherence to business processes
• 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.  
• Assist with equipment returns, deployments, unboxing, inventorying, and verification.  
• Possessing the physical capability to handle demanding tasks such as lifting equipment up to 50 pounds and bending, twisting, squatting and crawling to navigate through facility spaces to access and repair equipment.  
• Stand and move throughout the work area for prolonged periods up to 8 hours.  

Communication & Interpersonal Skills

• 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.

Customer-Centric Mindset

• Proactive attitude: Anticipate customer needs before they escalate into issues.
• Continuous improvement: Seek feedback to improve both personal performance and customer experience.

• Ownership: Take responsibility for resolving issues from start to finish.

Travel:

• A Surge Support Customer Service Engineer will be a dedicated surge support resource, requiring up to 50% travel for up to 14 days (including weekends) at a time.
• Overtime is not authorized for any work to include this surge capacity.
• For work related travel, employees will pay for expense out-of-pocket and submit an expense report in accordance with Kentro policy. Expense reimbursements are paid out weekly. Per diem for meals and lodging will be provided for overnight stays based on the GSA Per Diem Rates for that location.

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.

Salary Range: $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.

Requirements

• 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 outlined in the job description.

Preferred:

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

Clearance requirement:

• US Citizen or Green card holder
• Willing and able to get a Public Trust Suitability clearance
• Must meet updated ID requirements: and request assistance.  

  Accommodations

  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations, please email .  

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