By Light Professional IT Services

  • Tier III Service Desk Specialist (Secret)

    Job Locations US-MD-Fort Meade
    Posted Date 2 weeks ago(2 weeks ago)
    # of Openings
    Information Technology
  • Overview

    By Light is hiring a Tier III Service Desk Specialist to join our team. This position will support our contract with the Joint Regional Security Stack (JRSS) Program at the Defense Information Systems Agency (DISA).


    By Light provides a broad range of hardware, software, engineering, and IT integration services. Headquartered in Arlington, VA, we support defense, civilian, commercial, and health IT customers worldwide. We offer an excellent benefits package that includes: medical, dental, vision, life and disability insurance, paid time off, paid holidays, 401(k), and profit sharing.


    • Leads Incident and Problem Management reporting by acting as an escalation point to expedite incident resolution.
    • Analyzes and coordinates inter-organization responses and troubleshooting activities on critical/high incidents.
    • Owns queue monitoring and incident and problem reporting for daily status reports for senior management.
    • Escalates risks and issues to management.
    • Assists with assembling incident resolution teams, drive incidents to closure, take charge of resolution activities.
    • Executes the Incident and Problem Management process tasks in adherence with global and local requirements.
    • Coordinates and manages the Incident and Problem Management process activities across the Operations team to agreed SLAs.
    • Works on productizing services and support through the Remedy console.
    • Assists the Network Operations Center and engineering SMEs in ensuring consistent end-to-end application of the Incident Management.
    • Identifies and Incident and Problem Management process improvements.
    • Creates and maintains the incident and problem management practice.
    • Drives problem analysis to conclusion to determine root cause for any Critical or High Impact incidents as well as for any recurring incidents.

    Required Experience/Qualifications

    • 2-5 years of IT Incident and/or Problem Management experience.
    • Preferred experience working in large secure Federal Government environments.
    • Excellent verbal and written communication skills.
    • Detail oriented, able to multitask and meet deadlines.
    • Exceptional teamwork and interpersonal skills.
    • Ability to deal with problems as they arise in a professional manner.
    • Knowledge of IT concepts, strategies and methodologies.
    • Experience with BMC Remedy.

    Special Requirements/Security Clearance

    • Minimum Secret clearance required.
    • Less than 5% travel.


    An Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities



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