Surge Support Lead (ESOM)

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.                                                

Our transition to Kentro in 2025 reflects a rich legacy built upon the foundation of IT Concepts. Rather than leaving ITC behind, we confidently embrace a future centered around the Core of More. 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.

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 [PP1] [PP2] 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. 

Base Location: TN TBD

Duration of Position: This role has an estimated duration of one year, with a possibility of extension.

Salary Range: $75,000 - 110,000. Factors influencing pay within this range include geography, market demand, skills, education, experience, and other qualifications of the successful candidate.

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.

• 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.
• 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. 

The Company

We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let’s solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015) and two CMMI ML 3 ratings (DEV and SVC).

Industry Recognition

Growth | Inc 5000’s Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C.

Culture | Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal: Best Places to Work, Corporate Diversity Index Winner – Mid-Size Companies, Companies Owned by People of Color; Department of Labor’s HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award

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 [email protected] 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 [email protected].  

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