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 RequestsProcess 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.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.Foundational Personnel Certification: N/AFoundational Qualification (Experience) – N/A.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). 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 Options Apply for this job onlineApplyShareRefer this job to a friendRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeedBy Light recognizes that our strength is our people. We support every employee as an individual to build strong teams across the enterprise. Our benefit package includes:
Medical, Dental & Vision Coverage Wellness Program 401(k) Matching Disability (Short Term & Long Term) Employee Assistance Program Life Insurance Education & Training Generous Leave Policy (11 Federal Holidays, PTO, and Military Leave)By Light is an Equal Opportunity and Affirmative Action Employer. All qualified candidates will receive consideration regardless of gender, race, veteran status, disability, and any other protected class in accordance with federal, state and local laws.
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