Cyber Help Desk; -0800 shift

Position: Cyber Help Desk (0000-0800 shift)
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.

Position Overview

Join Cole Engineering as a Cyber Help Desk support specialist. We're looking for individuals to provide technical assistance to end-users on the (PCTE) Persistent Cyber Training Environment platform. Your responsibilities will include resolving user inquiries, documenting issues, and ensuring operational service standards are met.

In this role, you'll monitor reported issues, conduct thorough research, and troubleshoot using product information to deliver solutions. You'll provide guidance on issue resolution and escalate issues as needed. Additionally, you'll support software upgrades, set up user profiles, and maintain user accounts to ensure timely responses and high-quality service.

This is an on-site position on the third shift, working Monday through Friday (0000 to 0800).

Responsibilities

As a member of the platform support team, the engineer will utilize Jira Service Manager tools and vSphere to monitor and maintain the PCTE platform guaranteeing its peak performance.

They will oversee the creation of user accounts, address platform issues raised by users, and ensure swift resolutions. Furthermore, they will incorporate user feedback for ongoing improvements to the customer experience. This comprehensive support encompasses systems categorized under Unclassified, Sec/REL, and Top-Secret security levels.

Required Experience/Qualifications

* Associate's degree in a technical discipline such as IT, computer science, or systems from an accredited college or university. (3 years' experience in lieu of degree)

* 1+ years of experience working on a help desk.

* DoD 8570.01M IAT Level II or higher

* Possess strong written and verbal communication skills to collaborate seamlessly within a team environment and support stakeholders.

* Display attention to detail while entering user information to ensure accuracy, 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 virtual environments, network functions, and other technical challenges.

* Display adaptability to meet customer needs and requirements effectively.

Preferred Experience /Qualifications

* The ideal candidate should be flexible in their work schedule, including the ability to work different shifts and weekends.

* Support the configuration, execution, and troubleshooting of virtual environments created by users within PCTE.

* Red Hat Enterprise Linux (RHEL) Identity Management (IdM) and Single Sign-On (SSO) using Lightweight Directory Access Protocol (LDAP).

* Interact proficiently with vendors, users, customers, and developers to comprehend evolving needs and operational requirements impacting the production environment to deliver comprehensive solutions.

Special Requirements /Security Clearance

In accordance with the specifications of a government contract, eligibility for this position mandates U.S. Citizenship status and a TS/SCI security clearance. The precise security clearance requisites will be detailed in the Government's Task Order.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. The above is intended to describe the general contents of and requirements for the performance of this job.

Cole Engineering Services, Inc. is an equal opportunity employer. We consider qualified applicants without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, political affiliation, age, marital status, disability, genetic information, veteran status, membership in an employee organization, or any other basis prohibited by federal, state, or local laws.

Benefits Overview

CESI recognizes that our strength is our people. We support every employee as an individual to build strong teams across the enterprise. Our benefit…