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.

Position Overview

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.

Responsibilities

• 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 escalate issues as needed.
• Support software and device installations/upgrades, including hardware-in-the-loop.

Required Experience/Qualifications

• 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 RedHat / 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 to meet customer needs and requirements effectively.

Preferred Experience/Qualifications

• Knowledge of, or prior experience with PCTE.
• Demonstrated expertise in administering software systems within virtual machine and container-based hybrid cloud environments.
• Proficiency in Red Hat Enterprise Linux (RHEL) Identity Management (IdM) and Single Sign-On (SSO) using Lightweight Directory Access Protocol (LDAP).
• Proven ability to prioritize and manage multiple tasks, projects, and demands concurrently.
• Ability to interact proficiently with vendors, users, customers, and developers to comprehend evolving needs and operational requirements impacting the production environment to deliver comprehensive solutions.
• Proficiency in resolving technical issues encompassing diverse integrated software and hardware platforms.

Special Requirements/Security Clearance

Please note that pursuant to a government contract, this specific position requires U. S. Citizenship status and a TS/SCI security clearance with the ability to pass a CI polygraph if requested by the customer. Security Clearance requirements will be specified in the Government's Task Order.

Occasional travel may be required up to 10% of the time.

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 Range: $90,000 – $130,000

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:

• Medical, Dental & Vision Coverage
• Wellness Program
• 401(k) Matching
• Disability (Short Term & Long Term)
• Employee Assistance Program
• Life Insurance
• Education & Training
• Generous Leave Policy (11 Federal Holidays, PTO, Military Leave, Bereavement and Jury Duty)

CESI is committed to principles of inclusion and equal employment opportunity. We foster a non-discriminatory, professional work environment for all our teams. We do not discriminate based on race, color, religion, sex, pregnancy, sexual orientation, gender identity, genetic information, national origin, age, marital status, disability, or veteran status.