Kentro is hiring a Customer Service Engineer (VA ESOM) - EUO Surge Support Travel Team. You will be a mobile resource for the VA - End Point Support and Operations Monitoring contract, traveling across the United States to support IT surge events like asset deployments and decommissioning, and providing desk-side support when not traveling.
What You'll Do
- Serve as a dedicated resource for district surge support events, traveling for up to 12 consecutive days at a time.
- Work independently to support IT tasks including asset deployments, imaging, decommissioning, and other duties as assigned.
- Support critical IT initiatives to mitigate high priority backlogs, documenting status with ServiceNow.
- Assist with installation, maintenance, testing, and troubleshooting of computer systems and equipment.
- Provide remote and desk-side technical support, respond to IT support tickets, and perform diagnostic and repair activities on hardware and software.
- Assist in setting up and maintaining user accounts, interfacing with software applications, compiling reports, and responding to customer requests.
- Assist in the maintenance of Active Directory and other system accounts, support connectivity and client applications, and assist in network configuration.
- Monitor open tickets in VA’s ServiceNow system to ensure adherence to business processes and report discrepancies.
- Utilize debugging protocols and troubleshoot problems identified by customers, implementing corrective actions.
- Assist with equipment returns, deployments, unboxing, inventorying, and verification.
- Handle physically demanding tasks such as lifting equipment up to 50 pounds and moving throughout work areas for prolonged periods.
What We're Looking For
- Bachelor's degree in computer science, electronics engineering, or other technical discipline OR 8 years of additional relevant experience.
- 2+ years of experience in IT Technical Support, Help Desk, or System Administration.
- Ability to meet the physical requirements of the role (lifting, bending, standing, etc.).
- US Citizen or Green card holder.
- Willing and able to obtain a Public Trust Suitability clearance.
Nice to Have
- Experience conducting routine system administration tasks and logging data in system admin logs.
- Knowledge 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.
Technical Stack
- ServiceNow
- Active Directory
- Microsoft Office
- Windows environment
Team & Environment
You will be assigned to a small, mobile Surge Support Travel Team, traveling to various locations to support surge events.
Benefits & Compensation
- Competitive benefits package including paid time off, healthcare benefits, and supplemental benefits.
- 401k including an employer match.
- Discount perks and rewards.
- Education reimbursement for certifications, degrees, or professional development.
- Funds for team activities and events (happy hours, holiday events, fitness & wellness events, charity events).
Work Mode
This is an onsite role based at the Salt Lake City Regional Benefit Office, 550 Foothill Dr., Salt Lake City, UT 84113. The role involves significant travel for surge support events.
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.
