Surge Support Lead (VA ESOM)

Overview

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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.

Location: Onsite Washington VA Medical Center (Washington, DC)

Salary Range: $74,000 - 84,000/annually. Factors influencing pay within this range include geography, market demand, skills, education, experience, and other qualifications of the successful candidate.

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.

Qualifications

• 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.

Health Requirements:

This Kentro position provides on-site support for the Department of Veterans Affairs. The Department of Veterans Affairs has facility-specific vaccination and testing requirements (please see the bulleted examples below). If chosen for this role, candidates may be required to show proof that their vaccinations and testing are current. The Kentro Suitability team will provide guidance on what the facility-specific health requirements for this position are, any documents needed, and how to request reasonable accommodation.

• Yearly Flu Vaccination
• Tuberculosis testing with a negative result
• Vaccination records or titer testing required for Measles Mumps and Rubella (MMR), Hepatitis B, and/or Varicella