Customer Service Administrator – ATS - By Light Professional IT Services LLC

Company 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 Regional Network Enterprise Center (RNEC) Joint Base Langley-Eustis (JBLE), Virginia, Local Network Enterprise Center (LNEC) Fort Gregg-Adams, Virginia, and Joint Expeditionary Base Little Creek Fort Story (JEBLCFS), Virginia, 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, Outside Plant (Cable) (OSP), Battery Maintenance, Cable Locates; Systems Management – Mission Server, Automation and Network Support, Cybersecurity, and Tier II Customer Support; Land Mobile Radio; and Configuration Management support. 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 and operate the Customer Service Desk, for telecommunications technology support, receiving and responding to all requests for assistance not resolved by the Army Enterprise Service Desk (AESD).
• Ensure trouble tickets or service orders have been submitted in the trouble ticket database of record for all trouble and service requests received.
• Support customer telephone requirements that include responding to service requests, isolation and repair of telephone troubles.
• Process requests for all moves, adds, and changes requirements utilizing the TMS.
• Maintain files for all completed work requests.
• Forward communications trouble tickets to the appropriate work center or branch for fault isolation and
• problem resolution.
• Process requests for all moves, adds, and changes requirements.
• Support after duty hour emergency maintenance requirements that include the restoral and/or other actions that cannot wait until normal duty hours.
• Collect, enter, and maintain customer billing data using TMS and conduct customer satisfaction surveys.
• Generate ad-hoc reports on billed services in TMS as requested.
• Accurately maintain the TMS database, identifying physical location and status of the telephone lines for E911 response purposes.
• Perform other duties as required.

Required Experience/Qualifications:

• Education: Possess an associate’s degree or higher.
• Minimum of three years of customer service desk experience.  
• Has user level experience with Microsoft Windows OS, Microsoft Office Products (including Visio) and Adobe Acrobat.
• Fluent in the spoken and written English language, to include the usage of technical terms commonly used in information technology (IT), network routing and switching, telecommunications, IT maintenance, and technical control facilities.
• Residential Qualification (On-the-Job) – Telephone Management System, Army Enterprise Service Desk.
• Has the ability to interface with management and brief senior leadership on status of program status and risks (both technical and programmatic).

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