Sr. Help Desk Support Technician

By Light HQ•Scott AFB, IL

About The Position

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 By Light is supporting the Managed Information Technology Service (MITS) Enterprise Support Managed Services effort for the United States Transportation Command (USTRANSCOM). USTRANSCOM provides command and control (C2) for the synchronized transportation, distribution, and sustainment of personnel and assets, making possible the projection and maintenance of national power wherever needed with speed and agility, high efficiency, and a high level of trust and accuracy. The MITS contract is intended to provide IT Service Management (ITSM) to USTRANSCOM for strategic, technical, and program management guidance and support services to facilitate the operations and modernization of the combatant command’s infrastructure, systems, and applications.

Requirements

Must have at least one of these IAT Level II certifications CCNA-Security, CySA+, GICSP, GSEC, Security+ CE, CND, SSCP
Must have at least one Computing Environment (CE) certification or certificate for the technical area of responsibility for Operating System (e.g., Microsoft, Linux, Solaris, etc.)
Active DoD Secret Clearance

Responsibilities

Maintain and enhance the TRANSCOM customer walk-in reception desk at HQ USTRANSCOM that operates during normal duty days as defined by USCENTCOM.
Maintain and enhance the TRANSCOM CONOPS.
Provide Ticket Management support such as troubleshooting, recording, prioritizing, tracking, escalating, and contacting end users.
Identify, research, and resolve tickets within the scope of Tier 1 support capabilities. Tickets that require technical support or root cause determination that exceeds Tier 1 support capabilities shall be escalated to higher level support teams for expedient resolution.
Monitor and track the status of all submitted incidents, problems, and changes, including cases where they are escalated to higher levels of support .
Publish a weekly customer survey analysis report .
Recommend proposed fix actions to reverse negative trends.
Perform follow-on trend analyses to assess the impact of any fix actions selected by USTRANSCOMfor implementation.
Review, edit, and maintain TTPs for TRANSCOM activities to execute and validate results of any tasks and processes within the scope of this task. These TTPs shall be published within 30 calendar days after TO award and updated as changes occur.
Identify trends in customer service and technical proficiency; take steps to improve service based on findings.
Update and maintain a knowledge base for investigating, diagnosing, and resolving Tier 1 incidents.