Customer Service Administrator

Company Overview

Full Spectrum Operations LLC (FSO) is a SDVOSB JV between American Communication Services LLC, an SBA Vet Cert verified SDVOSB, and By Light Professional IT Services LLC (By Light). FSO is looking for personnel to support the Regional Network Enterprise Center (RNEC) at Joint Base Langley‑Eustis (JBLE), Virginia; the Local Network Enterprise Center (LNEC) at Fort Gregg‑Adams, Virginia; and the Joint Expeditionary Base Little Creek‑Fort Story (JEBLCFS), Virginia.

Personnel will provide Site Management, Infrastructure Operation and Maintenance (O&M) for Unified Communications, Inside Plant (ISP), Customer Service Telephone, Outside Plant (Cable) (OSP), Battery Maintenance, Cable Locates;
Systems Management for 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.

• 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 are submitted in the trouble ticket database of record for all requests received.
• Support customer telephone requirements, including responding to service requests, isolating and repairing telephone troubles.
• Process requests for all moves, adds, and changes using the Net Plus 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.
• Prepare weekly, monthly, and quarterly IT metrics reports.
• Support after‑duty‑hour emergency maintenance requirements that include restoral and/or other actions that cannot wait until normal duty hours.
• Collect, enter, and maintain customer billing data using Net Plus TMS and conduct customer satisfaction surveys.
• Generate ad‑hoc reports on billed services in Net Plus TMS as requested.
• Accurately maintain the Net Plus TMS database, identifying physical location and status of the telephone lines for E911 response purposes.
• Perform other duties as required.

• Education:
  
  Possess an Associate's degree or higher.
• Minimum of three years of customer service desk experience.
• Certification:
  CompTIA Security+.
• Has user level experience with Microsoft Windows OS, Microsoft Office Products (including Visio) and Adobe Acrobat.
• Fluent in spoken and written English, including use of technical terms commonly used in IT, network routing and switching, telecommunications, IT maintenance, and technical control facilities.
• Has the ability to interface with management and brief senior leadership on status and risks (both technical and programmatic).

• Supported the U.S. Army or other DoD agency.
• Has communication skills to effectively interface with senior military officials, managers, and subordinates.

• Security Clearance:
  Secret.