Help Desk Engineer

Company Overview

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. Cole Engineering Services (CESI), a By Light company, is recognized as a premier provider of modeling and simulation (M&S) training solutions to the Federal Government and industry.

Since 2004, CESI has been at the forefront of developing, maintaining, and integrating simulation‑based training, serious gaming, technical services, training and other support in live, virtual, constructive, and gaming (LVCG) domains. CESI also designs, builds and runs infrastructure, platforms, applications and processes that enable cyber training for the integrated multi‑domain force. Our vision is to become a worldwide full spectrum LVCG and cyber training/analysis developer, integrator and services provider.

The PCTE Help Desk provides top-tier IT support to a variety of PCTE users in a multifaceted and dynamic environment. Successful Help Desk Engineers will be proficient across a wide range of IT and cybersecurity products, tools, architectures, and implementations, utilizing this expertise to document, monitor, and resolve reported issues while ensuring adherence to operational service level standards. Collaboration with customers and third‑party organizations is crucial, and the Help Desk Engineers must be adept at responding to ad‑hoc technical requirements while managing priorities across the enterprise.

The ability to thrive in high‑pressure situations is essential. The position is full‑time on‑site in Annapolis Junction, MD. As the PCTE Help Desk operates 24x7x365, we have openings on multiple shifts on weekdays and weekends.

• Use Jira Service Manager tools and vSphere to monitor and maintain the PCTE platform guaranteeing its peak performance.
• Oversee the creation and maintenance of user accounts, address platform issues raised by users, and ensure swift resolutions.
• Incorporate user feedback for ongoing improvements to the customer experience.
• Support the configuration, execution, and troubleshooting of virtual environments created by users within PCTE.
• Use product information and solution databases for thorough research and troubleshooting, delivering comprehensive solutions.
• Offer guidance on issue resolution approaches and elevate issues as needed.
• Support software and device installations/upgrades, including hardware‑in‑the‑loop.

• Bachelor’s degree in a technical discipline such as information technology, computer science, systems or software engineering from an accredited college or university. Six years of relevant experience can be substituted for a bachelor’s degree.
• DoD 8570 IAT Level II or greater certification such as Security+, CCNA, CISSP or other equivalent certification within six months of hire.
• AWS Certified Solutions Architect (Associate), VMware VCP‑Cloud, and similar certifications.
• Certifications in Red Hat / Linux / VMware / Windows (install, configure, maintain and administer).
• Relevant network engineering certification such as JNCP, CCNA, Palo Alto, CCNA Cyber Ops, or others.
• 5+ years of directly related experience supporting help desk operations.
• Possess strong written and verbal communication skills to collaborate seamlessly within a team environment and support stakeholders.
• Display meticulous attention to detail while entering user information to ensure accuracy, maintaining a commitment to error rates below 5%, minimizing the need for corrective actions.
• Ability to analyze real‑world problems and implement solutions following corporate guidelines, industry best practices, and established procedures.
• Offer professional‑level support for IT, virtual environments, and network functions, addressing a range of technical challenges.
• Thrive as a self‑starter in a dynamic and fast‑paced environment, collaborating effectively with engineers of varying skill levels and experience.
• Display sensitivity and adaptability…