What are the responsibilities and job description for the Service Desk Administrator position at By Light Professional IT Services LLC?
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.
Position Overview
The Army Training Support Center (ATSC) is located at Fort Eustis, Virginia and responsible for managing the Army Training Support Enterprise (TSE) providing oversight for many programs that enable the development, delivery, and sustainment of Training and Education (T&E) support capabilities worldwide. By Light is looking for candidates to provide Automation Technical Support (ATS) for mission related network components, computers, Software (SW), Video Teleconferencing (VTC) equipment, projectors, wiring, network equipment/SW, switches, Configuration Management (CM), servers, virtual environments and infrastructure, applications, and associated communications equipment.
Responsibilities
- Utilize and maintain a Help Desk Ticketing System / Work Order System.
- Receive Problem Reports (PR) via email messages or phone calls from the user community or Fort Eustis Directorate of Network Enterprise Center (NEC).
- Report and log PRs within 5 days after the problem has been resolved) and include relevant information: the problem, solutions, date/time problem reported, date/time problem resolved, POC, technician that assisted with the problem and all pertinent information for tracking purposes.
- Provide notification immediately telephonically or in person upon identification of any outage that affects the organization as a whole or the external training domain user access to systems.
- Report problems through the work order system or email after initial response notification.
- Document calls and responses into the ATSC work order system.
- Assist personnel with service issues for the Enterprise Email system.
- Establish, maintain, delete, and troubleshoot Exchange user accounts on the Enterprise Email servers supporting ATSC users.
- Assist users/organization with Directory Synchronization for servers and mailboxes.
- Troubleshoot and resolve all email problems to include hardware/software/user errors.
- Install and configure peripheral devices and software on users’ machine as well as train users on new devices, access, and configuration, as required.
- Provide program usage help files to outlook distribution folder administrators. Such as set up mail system to the local outlook distribution folder administrators as well as how to add/delete Division exchange distribution folders and files.
- Keep users informed of Microsoft® Exchange/Outlook features and capabilities.
- Maintain all mail policies in a SharePoint Portal site for general access and on the internal SharePoint Portal server.
Required Experience/Qualifications
- Associate's Degree
- Baseline Certification: Security upon contract start
- Computing Environment Certification: Microsoft Windows 10 (MD-100) and Microsoft Managing Modern Desktops (MD-101) or other Microsoft Certification (Microsoft Azure 104, etc.).
Preferred Experience/Qualifications
- Supported the U.S. Army or other DoD/Federal Agency.
- Has the communication skills to effectively interface with senior military officials, managers, and subordinates.
Special Requirements/Security Clearance
- Secret Security Clearance
