Help Desk Engineer

Job Description

Job Description

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 :

Cole Engineering is in search of a proficient, on site, Cyber Systems Support Specialist to address end-user technical support queries on the Persistent Cyber Training Environment (PCTE) platform at the Cyber Schools of Excellence. The position involves documenting, monitoring, and resolving reported issues while ensuring adherence to operational service level standards. The specialist will utilize product information and solution databases for thorough research and troubleshooting, delivering comprehensive solutions. The candidate will offer guidance on issue resolution approaches and escalate issues as needed. Moreover, responsibilities extend to supporting software and device installations / upgrades, setting up user profiles, and maintaining user accounts to meet response time and quality service level standards.

This position is onsite at Hanover, MD.

Shift for this position is Monday – Friday, 1600-0000.

Responsibilities : As a member of the platform support team, the Cyber Systems Support Specialist 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 :

• 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 to meet customer needs and requirements effectively.
• Bachelor's degree in a technical discipline such as IT, computer science, systems or software engineering from an accredited college or university. (5 years’ experience in lieu of degree)
• 8570 Compliant IAT Level II or greater. Security , CISSP or other equivalent certification required within six months of hire.
• For this role, an active Top Secret / Sensitive Compartmented Information (TS / SCI) clearance, with either Full Scope or Counterintelligence (CI) Polygraph, is mandatory.

Preferred Experience :

Special Requirements / Security Clearance :

Please note that pursuant to a government contract, this specific position requires U. S. Citizenship status and a Top Secret / Sensitive Compartmented Information (TS / SCI) clearance, with either Full Scope or Counterintelligence (CI) Polygraph, is mandatory.

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.

Salary Range : Salary Minimum : $109,000, Salary Maximum : $129,000

The annual base salary provided is a guideline for this position and is not a guarantee of compensation or salary. When extending an offer, CESI also considers other variables such as (but not limited to) work experience, education, training, skill set, internal peer equity, clearance level, and market conditions. In addition, CESI provides an extensive selection of benefits and offerings to our employees.

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 package includes :

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.

Salary : $109,000 - $129,000