Customer Service Administrator - By Light Professional IT Services LLC

Company Overview:

By Light Professional IT Services LLC readies warfighters and federal agencies with technology and systems engineered to connect, protect, and prepare individuals and teams for whatever comes next. Headquartered in McLean, VA, By Light supports defense, civilian, and commercial IT customers worldwide.

Position Overview:

Full Spectrum Operations LLC (FSO) is a SDVOSB JV between American Communication Solutions LLC, an SBA VetCert verified SDVOSB, and By Light Professional IT Services LLC (By Light). FSO is looking for personnel to support the Network Enterprise Center Picatinny Arsenal New Jersey (NEC PANJ) with classified and unclassified communication systems support. Personnel will provide Site Management, Infrastructure Operation and Maintenance (O&M) – Unified Communications, Inside Plant (ISP), Customer Service Telephone, and Outside Plant (Cable) (OSP); Information Technology (IT) Systems Support  - Network Maintenance, Help Desk Assistance, Voice over Internet Protocol/Voice over Secure Internet Protocol (VoIP/VoSIP), Network Engineering, and Cybersecurity; Telecommunication Support; Radio Systems Operation; Tower and Antenna Support; and Configuration Management.  

 

Work is on site and core duty hours are 0700 – 1700, Monday through Friday, excluding Federal holidays. All personnel will work an 8-hour workday.

Responsibilities:

• Support Help Desk Customer Service Support for telephone/data requirements to include responding to service requests and isolation and repair of telephone/NIPRNET and SIPRNET data troubles.
• Process service orders for all approved OSP cabling moves, adds, and changes requirements.
• Complete all service orders, change requests, and trouble tickets in the ITSM System ServiceNow and in the Telephone Management System (TMS).
• Maintain the Telephone Management System (TMS) database, including the physical location and status of telephone lines for Emergency 911 (E911) response purposes.
• Update the E911 database within 24 hours of any change in data.
• Ensure that all users have an Army Enterprise Service Management Platform account with the appropriate assigned groups.
• Work with the Army Enterprise Service Desk to resolve Cases entered by users for incidents, requests, and tasks.
• Support after duty hour emergency maintenance requirements that include the restoral and/or other actions that cannot wait until normal duty hours.
• Perform other duties as required.

Required Experience/Qualifications:

• Education: An Associate’s degree in information technology, Cybersecurity, Data Science, Information Systems, or Computer Science, from an ABET accredited or CAE designated institution.
• Minimum of three years’ experience in Customer Service Support.
• Foundational Personnel Certification: Possess a Basic certification identified for the DoD Cyber Workforce Framework (DCWF) workforce role ID 411, Technical Support Specialist. CompTIA A+, or GIAC Foundational Cybersecurity Technologies (GFACT), or Global Industrial Cyber Security Professional Certification (GICSP), or GIAC Security Essentials Certification (GSEC), or CompTIA Network+, or CompTIA Security+.
• Foundational Qualification (Experience) - Possess a Basic Proficiency level with 70% of the Knowledge, Skills, and Abilities (KSAs) associated with the DoD Cyber Workforce Framework (DCWF) workforce role ID: 411, Technical Support Specialist.
• Residential Qualification (Certifications) – ITIL v4.
• Residential Qualification (On-the-Job) – Information Technology Service Management (ITSM); Army IT Metrics program; and the Army AITP Service catalog, Army Enterprise Service Management Platform (AESMP), and Telephone Management System.

Preferred Experience/Qualifications:

• Supported the U.S. Army or other DoD Agency.
• Has the communication skills to effectively interface with senior military officials, managers, and subordinates.

Special Requirements/Security Clearance:

• Security Clearance: Secret.