Surge Support Lead (esom)

Surge Support Lead

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 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 Lead will be assigned to a small, mobile team that travels within their assigned 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 planning surge support events, assisting with local IT projects and providing responsive IT support.

Responsibilities

+ Serves 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.
+ Draws upon extensive IT knowledge to lead and support a team of customer service engineers, prioritizing critical problems and providing technical guidance during daily operations and surge events.
+ Ability to use online reporting tools and Excel to mine data, generate actionable insights and create asset replacement schedules.
+ Manages routine IT administration tasks and logging data in system, supports the installation, maintenance, testing and troubleshooting of computer systems and equipment, ensuring optimal operations.
+ Provides responsive customer support, abiding by customer-specified Key Performance Indicators.
+ Collaborates with District Project Managers, surge support teams, and onsite staff during surge events.
+ Possesses the physical capability to handle demanding tasks such as lifting equipment up to 50 pounds and navigating through facility spaces to access and repair equipment.
+ Ability to stand and move throughout the work area for prolonged periods up to 8 hours.

Travel

A Surge Support Customer Service Engineer will be a dedicated surge support resource; requiring up to 50% travel for up to (2) weeks 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.

Health Requirements

This Kentro position provides on-site support for the Veterans Health Administration (VHA). The VHA has facility-specific vaccination and testing requirements (outlined below). If chosen for this role, candidates may be required to show proof that the below vaccinations and testing are current. The VHA will provide guidance on specific documents needed and how to request reasonable accommodations.
+ Vaccine requirements may include Influenza, Measles Mumps & Rubella (MMR), Hepatitis B, and/or Varicella.
+ Testing requirements may include Tuberculosis.

Requirements

+ Bachelor's degree in computer science, electronics engineering or other engineering or technical discipline; 5+ years of relevant experience; 8+ years of additional relevant experience may be substituted for education.
+ Experience in conducting routine system administration tasks and logging data in system admin logs.
+ Adept knowledge in IT principles and practices, proficiency with Microsoft Office applications, and a basic understanding of system administration in a Windows environment.
+ Networking experience
+ Scripting experience
+ Strong customer service experience
+ Candidates must meet the physical requirements of the role as listed in the job description.
+ Preferred: ITIL v4 certification.
+ Knowledge of VA's 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.

Clearance Requirement

+ US Citizen or Green card holder
+ Willing and able to get a Public Trust Suitability clearance
+ Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents
+ If you do not currently meet the ID requirements outlined, you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully.

Benefits

We offer competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more. We invest in our employees – Every employee is eligible for education reimbursement for certifications, degrees, or professional development. Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development. We work hard; we play hard. Kentro is committed to incorporating fun into every day. We dedicate funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.

Commitment

Equal Opportunity Employment & VEVRAA
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 federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements. As part of our VEVRAA compliance efforts, Kentro has established an equal opportunity plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness. We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility. Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness.

How to Apply

To apply to Kentro Positions- Please click on the: "Apply for this Job" button at the bottom of this Job Description or the button at the top: "Application." Please upload your resume and complete all the application steps. You must submit the application for Kentro to consider you for a position. If you need alternative application methods, please email careers@kentro.us 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 careers@kentro.us.