Customer Service Engineer; VA ESOM - EUO 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.

Surge Support Travel Team Customer Service Engineer – Kentro is hiring an experienced engineer to support our VA – End Point Support and Operations Monitoring (ESOM) contract across the United States. The VA provides 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.

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

Estimated duration until September 2026, with possibility of extension.

• Serve as a dedicated resource for district surge support events; may require travel for 2 weeks at a time, equating to 12 consecutive days.
• Work independently to support asset deployments, imaging, decommissioning, and other IT duties as assigned.
• Support critical IT initiatives as defined by EUS leadership, mitigating high‑priority backlogs and documenting status with Service Now.
• Assist the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment, ensuring optimal operation and user satisfaction.
• Provide remote and desk‑side technical support, respond to IT support tickets, and perform diagnostic and repair activities on 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 LAN and WAN services.
• Monitor open tickets in VA's Service Now incident ticketing system, report discrepancies with corrective actions for approval.
• Work in environments that involve both sedentary and active elements, handling electronic components safely.
• Utilize debugging protocols and processes.
• Troubleshoot customer‑reported problems and implement corrective actions quickly.
• Assist with equipment returns, deployments, unboxing, inventorying, and verification.
• Handle demanding tasks such as lifting equipment up to 50 pounds and navigating facility spaces to access and repair equipment.
• Stand and move throughout the work area for prolonged periods.

• 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 escalate into issues.
• Continuous improvement:
  Seek feedback to improve personal performance and customer experience.
• Ownership:
  Take responsibility for resolving issues from start to finish.

• Surge support may require travel for 2 weeks at a time, 12 consecutive days.
• Overtime is not authorized for surge capacity work.
• Kentro will pre‑pay specific expenses (airfare, hotel). Out‑of‑pocket expenses require an expense report. Reimbursements are paid weekly. Per diem for meals and lodging is provided for overnight stays based on GSA rates.

• Bachelor's degree in computer science, electronics engineering, or related discipline, or 8 years of additional relevant experience.
• 2+ years of experience in IT Technical Support, Help Desk, or System Administration.
• Must meet…