By Light Professional IT Services

  • Customer Service Engineer

    Job Locations US-NC-Durham
    Posted Date 4 weeks ago(4 weeks ago)
    ID
    2018-2382
    # of Openings
    1
    Category
    Information Technology
    Clearance
    High-BI
  • Overview

    By Light is hiring a Customer Service Engineer to provide Tier 1 Help Desk support to users of the Department of Veteran Affairs’ VetPro credentialing and privileging software. This position is located in the Durham/Research Triangle Park area in North Carolina. The office is a federal VA office. The incumbent works under the direction of the By Light Project Manager for the VetPro Maintenance and Administration contract and performs technical phone, email, and trouble ticket support as part of a service desk team.

     

    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.

    Responsibilities

    • Provide customer support via telephone, email, and tickets to resolve user issues with accessing VetPro, entering information into VetPro, or performing maintenance and reporting functions with VetPro.
    • Use trouble ticketing system effectively to track, update, diagnose, and/or resolve incidents reported by the customer (Providers and Coordinators)
    • Escalate high-priority incidents to the VA Tier 2 Help Desk Specialists and management as appropriate via the ticketing system, email, phone or other means as needed; 
    • Maintain familiarity with the VetPro application and related policies.

    Required Experience/Qualifications

    • High School or GED

    Preferred Experience/Qualifications

    • College degree

     

    An Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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