Customer Support Specialist

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

Supports the United Nations Command (UNC), Combined Forces Command (CFC), and United States Forces Korea (USFK) Defense Logistics Agency (DLA) Cybersecurity Assessment Program (CAP) with effective knowledge management solutions through portals, tools, dashboard creation, knowledge training, and technical support, ensuring seamless collaboration and informed decision-making. Requirements include collaborative applications support residing on DoD networks (NIPR, SIPR, CENTRIX-K). Tasks include Client-Side Development, Knowledge Training, Web Development Services, Graphic Visualization Services, Customer Support, and Content Security Management.

Responsibilities

• Provide support for the operation of the USFK KM collaborative information environment software and applications.
• Provide timely and effective resolutions for technical issues encountered by end-users.
• Maintains customer log and tracking system to ensure all tickets are resolved in a timely manner.
• Create and maintain a service request tracking system to track open requirements, status, completion time, and contractor assigned that will be used by the Contracting Officer Representative (COR) and Contracting Officer to purview the workload of the team.
• Maintain a thorough and organized system for recording and tracking Requests for Information (RFIs), ensuring that all RFIs submitted to and/or approved by the Contracting Officer's Representative (COR) are diligently monitored and managed to completion, with comprehensive response reports provided to
• stakeholders, promoting transparency, accountability, and timely resolution of information requests.
• Deliver comprehensive SharePoint (SP) support to guarantee the seamless operation of the United Nations Command (UNC), Combined Forces Command (CFC), and United States Forces Korea (USFK) Microsoft Office environment across all three networks (NIPR, SIPR, and CENTRIXS-K).
• Support a broad range of services, including administration, integration, migration, and troubleshooting of the portal, as well as all associated software applications and authorized services, to ensure optimal performance, reliability, and security, and to resolve any issues that may arise, maintaining the integrity and functionality of the MS Office environment.

Required Experience/Qualifications

• Education Bachelor's Degree in Information Technology
• Certifications: IAT Level II: CompTIA Security+
• Experience: Minimum of 5 years of Tier I support, ticketing, user assistance.

Preferred Experience/Qualifications

• Microsoft Certified: Azure 104
• Experience working with Military, Korean language proficiency preferred for communication with Korean staff.

Special Requirements/Security Clearance

• Security Clearance: Secret