By Light Professional IT Services

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Help Desk Specialist

Help Desk Specialist

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Information Technology

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By Light is seeking a Help Desk Specialist to join our team supporting a DOD customer in Tampa, FL. This position interfaces with end-users via telephone calls, automated requests, electronic mail, and other means. The specialist provides walk-in support for customers at HQ USCENTCOM that have issues requiring face-to-face interaction, such as managing network accounts and resetting Common Access Card (CAC) Personal Identification Numbers (PINs).


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.


  • Provide dedicated, on-site CSO support at HQ USCENTCOM and CFH 24 hours per day, 7 days per week, 365 days per year
  • Establish and maintain a CSO customer walk-in reception desk at HQ USCENTCOM that operates from 0700 -1700 hours during normal duty days as defined by USCENTCOM
  • 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 incidents, problem tickets, change requests, and work orders submitted, including cases where they are escalated to higher levels of support
  • Recommend proposed fix actions to reverse negative trends. Perform follow-on trend analyses to assess the impact of any fix actions selected by USCENTCOM for implementation
  • Review, edit, and maintain TTPs for CSO 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

Required Experience/Qualifications

  • CompTIA Security+
  • Minimum DOD Secret clearance required; TS/SCI preferred

Preferred Experience/Qualifications

  • 1-2 years previous experience providing Tier 1 service desk support (can substitute certifications for experience)


An Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities