By Light Professional IT Services

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Help Desk Technician

Help Desk Technician

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Information Technology

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By Light is seeking a Help Desk Technician to join our team supporting a Government customer in Austin, TX. This position will work with our subcontractor as part of the By Light team. Primary job duties will be to provide Tier 1 support for the Department of Veterans Affairs Loan Guaranty System (LGY) Web Applications.


By Light is an IT products and services firm specializing in software development, satellite/terrestrial communications, cyber security, and network engineering/design. Headquartered in Arlington, VA, we provide support worldwide to DOD, Federal Civilian, and Health IT customers.


  • Respond to end user requests for assistance using existing manuals and scripted responses
  • Be part of a team to provide Tier 1 support on Web Applications
  • Answer customer requests in a timely manner per Standard Operating Procedures
  • Provide phone and email support to customers in a timely manner
  • Provide software troubleshooting support to customers

Required Experience/Qualifications

  • Must be able to effectively interact with customers and be able to refer ongoing issues to the appropriate engineering support team

Preferred Experience/Qualifications

  • Knowledge of help desk tools such as CA Service Desk Manager (SDM)
  • Knowledge of escalation (Tier II, Tier III etc.)
  • Prior experience providing Application support highly desired
  • Prior experience at Department of Veteran Affairs highly desired
  • Current VA clearance highly desired
  • 1 year of experience in an Application Help Desk environment


An Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities