Customer Service Engineer IRP Surge Support (VA ESOM)

Kentro • Washington, DC

6d • Onsite

About The Position

Kentro is hiring an experienced Surge Support Travel Team Customer Service Engineer to support its VA End Point Support and Operations Monitoring (ESOM) contract across the United States. The VA provides onsite and remote IT support to customers across its administrations and special program offices, including employees and contractors using government-furnished IT equipment and infrastructure. The role is based at the Washington VA Medical Center in Washington, DC, with a scheduled shift of 8:00 a.m. to 4:00 p.m.

The engineer is assigned to a small, mobile team that travels within the district to provide dedicated support during surge events. Work includes asset deployments, imaging, decommissioning, and other IT tasks. Between surge events, the engineer works at a designated location and responds promptly to end-user requests, diagnoses problems, guides customers through resolutions, conducts routine system administration tasks, and records information in system administration logs. Surge travel may last 12 consecutive days, departing Monday and returning the Friday of the following week. Overtime is not authorized for surge work.

The role provides installation, maintenance, testing, and troubleshooting support for computer systems and equipment. It may include remote and desk-side support, ticket response, hardware and software diagnostics and repair, account support, connectivity and client application support, and assistance with local and wide area network services. The engineer documents assignment status in ServiceNow and monitors tickets for adherence to business processes. The position involves both sedentary and active work, including handling electronic components and physical tasks such as lifting equipment up to 50 pounds and moving through facilities to access equipment.

Candidates must be U.S. citizens or lawful permanent residents and be willing and able to obtain Public Trust Suitability clearance. The role provides onsite support for the Department of Veterans Affairs, where facility-specific vaccination and testing requirements may apply. The anticipated compensation range is $28.00–$32.00 per hour. For work-related overnight travel, Kentro pre-pays specified expenses such as airfare and hotel; eligible out-of-pocket expenses are reimbursed under company policy, and per diem is provided at applicable GSA rates.

Requirements

• Bachelor’s degree in computer science, electronics engineering, or another engineering or technical discipline, or eight years of additional relevant experience in place of the education requirement.
• At least 2 years of experience in IT technical support, help desk, or system administration.
• Ability to meet the physical requirements of the role, including lifting equipment up to 50 pounds, bending, twisting, squatting, crawling, and standing or moving for prolonged periods.
• Must be a U.S. citizen or lawful permanent resident (Green Card holder).
• Must be willing and able to obtain Public Trust Suitability clearance.
• Must meet current identification requirements or be willing and able to update identification documents promptly for the suitability process.
• May be required to provide proof of current facility-specific vaccinations and testing, including yearly flu vaccination, negative tuberculosis testing, and records or titer testing for MMR, Hepatitis B, and/or Varicella.
• Ability to travel for surge events, potentially for 12 consecutive days.

Nice To Haves

• Experience conducting routine system administration tasks and logging data in system administration logs.
• Knowledge of debugging protocols and processes.
• Strong knowledge of IT principles and practices.
• Proficiency with Microsoft Office applications.
• Basic understanding of system administration in a Windows environment.

Responsibilities

• Serve as a dedicated resource for district surge support events, including travel that may last 12 consecutive days.
• Independently perform IT tasks such as asset deployment, imaging, decommissioning, and other assigned duties.
• Support critical IT initiatives defined by End User Support leadership and help mitigate high-priority backlogs.
• Document assignment status and ensure closure of assignments in ServiceNow.
• Install, maintain, test, and troubleshoot computer systems and equipment to support optimal operation and user satisfaction.
• Provide remote and desk-side technical support, respond to IT support tickets, and perform hardware and software diagnostics and repairs.
• Assist with user accounts, software applications, report compilation, and customer requests.
• Assist with Active Directory and other system accounts, connectivity, client applications, and local and wide area network services.
• Monitor open tickets in VA’s ServiceNow incident system for adherence to business processes and report discrepancies with proposed corrective actions for approval.
• Use debugging protocols and processes to troubleshoot customer problems and implement corrective actions promptly.
• Assist with equipment returns, deployments, unboxing, inventory, and verification.
• Communicate clearly and empathetically with customers, build relationships, take ownership of issues, and seek feedback to improve customer experience.

Benefits

• Paid time off.
• Healthcare benefits.
• Supplemental benefits.
• 401(k) with employer match.
• Discount perks and rewards.
• Education reimbursement for certifications, degrees, or professional development.
• Company-supported flexibility for courses, certifications, professional growth, and networking.
• Company-funded virtual and in-person activities, including social, holiday, fitness, wellness, and annual events.
• Per diem for overnight business travel based on GSA rates; specified travel expenses such as airfare and hotel are prepaid, and eligible out-of-pocket expenses are reimbursed under company policy.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level