Cyber Help Desk; -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.

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).

• Utilize Jira Service Manager tools and vSphere to monitor and maintain the PCTE platform, guaranteeing peak performance.
• Oversee the creation of user accounts and address platform issues raised by users, ensuring swift resolutions.
• Incorporate user feedback for ongoing improvements to the customer experience.
• Provide support across systems categorized under Unclassified, Sec/REL, and Top‑Secret security levels.

• Associate’s degree in a technical discipline such as IT, computer science, or systems from an accredited college or university (or 3 years’ experience in lieu of degree).
• 1+ year(s) of experience working on a help desk.
• DoD 8570.01M IAT Level II or higher.
• Relevant network engineering certification such as JNCP, CCNA, Palo Alto, CCNA Cyber Ops, or other.
• Certifications in one of the following:
  Red Hat, Linux, VMware, Windows (install, configure, maintain and administer).
• Strong written and verbal communication skills to collaborate seamlessly within a team environment and support stakeholders.
• 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.
• Professional‑level support for virtual environments, network functions, and other technical challenges.
• Adaptability to meet customer needs and requirements effectively.

• Flexible 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).
• Proficient interaction with vendors, users, customers, and developers to comprehend evolving needs and operational requirements impacting the production environment to deliver comprehensive solutions.

Eligibility requires U.S. Citizenship and a TS/SCI security clearance. The precise security clearance requisites will be detailed in the Government’s Task Order.

• Medical, Dental & Vision Coverage
• Wellness Program
• 401(k) Matching
• Disability…