Tiered Support

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

This position responsible for maintaining IT systems and end user support needs. This includes supporting all aspects of IT infrastructure, user accounts, telephony, and application needs. The position also includes working on medium-size projects to ensure the timely development and delivery of reliable and efficient systems-related solutions to business requirements.

Responsibilities

• Escalated user support administration
• Use ServiceNow to maintain ticketing queues by accepting tickets and closing them according to service level agreements
• Office365 administration and troubleshooting of email accounts
• Serve as liaison between the help desk and infrastructure support teams
• Provide user support, troubleshooting, adding/removing/modifying user accounts, printer setup, PC setup and initial LAN configuration
• Must be able to delegate and prioritize responsibilities
• Responsible for escalation within the team or to management
• Communicate and work effectively with other contractors and personnel from other system administration teams
• Responsible for team communications and notifications to customer
• Attends team meetings and keeps team members informed of pertinent information
• Control-M administrator. Including the administration, configuration, and execution ad hoc jobs using Control-M
• Generate detailed SOPs

Required Experience/Qualifications

• Working knowledge of the Microsoft environments
• Ability to work onsite at the customer's location in Alexandria, VA; Work-from-home available on a case by case basis
• 24x7 On-call rotation for afterhours support
• Nights and/or weekends troubleshooting, maintenance, and any other special circumstances
• Self-starting individual with the ability to work independently on issues with minimal supervision
• Detail-oriented technical and strong analytical skills
• Exceptional customer service and follow up skills

Preferred Experience/Qualifications

• 2-3 years of technical experience with working knowledge of desktop support technologies, Active Directory, and Windows/Mac Operating Systems

Special Requirements/Security Clearance

• Ability to obtain a Position of Trust Clearance