Help Desk Administrator - 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:

• Provide customers with a point of contact (POC) for service requests and problem reporting for hardware, software, and telephone support.
• Track, audit, and resolve issues.
• Provide feedback and ensure successful resolution of trouble tickets.
• Open, receive, document, assign, monitor, and close Service Requests
• Process service orders and Service Requests for all approved requirements.
• Provide help desk and systems management data analysis to include help desk management tool and outputs associated to trend analysis and help desk performance.
• Provide timely notifications of planned or unplanned system maintenance or degradation.
• Send out customer satisfaction surveys after completion of work.
• Maintain site specific metrics and provide trend analysis.  
• Perform other duties as required.

Required Experience/Qualifications:

• Education: Possess an associate’s degree or higher.
• Residential Qualification (Certifications) – Microsoft Modern Desktop Associate.
• Residential Qualification (On-the-Job) – Army Enterprise Service Desk, Information Technology Infrastructure Library (ITIL), Information Technology Service Management (ITSM); Army IT Metrics Program; and the Army AITP Service catalog.
• Has the ability to interface with management and brief senior leadership on status of program status and risks (both technical and programmatic).
• Minimum of three years of customer service desk / help desk experience.  
• Has user level experience with Microsoft Windows OS, Microsoft Office Products 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.

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