By Light Professional IT Services

  • IT Support Specialist

    Job Locations US-KS-Leavenworth
    Posted Date 2 weeks ago(1/3/2019 12:43 PM)
    # of Openings
    Information Technology
  • Overview

    By Light is seeking an IT Support Specialist (Tier 2) with experience supporting customers locally and in a virtualized environment. The IT Specialist will perform a combination of duties which include service desk phone support, desk-side technical support, and bench-top diagnosis and repair. This role will join our team supporting the Veterans Affairs Consolidated Patient Account Center (CPAC). CPAC uses state-of-the-art business processes to ensure that VA collects revenue from private insurers for non-service-connected care provided to insured Veterans. These funds go directly back to the VA Medical Centers to provide healthcare services to our Veterans.


    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.


    • Resolving customer related technical software and hardware problems
    • Tracking, updating, diagnosing and/or resolving incidents reported by the customer via a trouble ticketing system
    • Escalating high-priority incidents to the Lead or Supervisory IT Specialist and management as appropriate via the ticketing system, email, phone or other means as needed
    • Overseeing tier two level support activities
    • Providing virtual machine, client applications and user account support
    • Assisting with support, troubleshooting and installation of various peripheral devices
    • Preparing and maintaining manuals, SOPs and other documentation
    • Performing asset management responsibilities (accept equipment deliveries from VA Materials Mgmt representative, apply asset tag to equipment, initially log location of deployed equipment using scanning device, periodically perform inventory of deployed equipment, keeping asset list in SharePoint updated)
    • Remaining current with changing IT technologies

    Required Experience/Qualifications

    • Bachelor’s Degree in computer science, electronics engineering, or other engineering/technical discipline OR 8 years relevant work experience.

    Preferred Experience/Qualifications

    Prior customer support experience with these environments/products:

    • VMWare vSphere environments
    • Citrix Access Gateways
    • Windows 7/Windows 10
    • Office 365
    • SharePoint 2013

    Special Requirements/Security Clearance

    • Must be able to successfully complete a Government background investigation

    Physical Demands

    • Employee must be capable of lifting, transporting for short distance, and placing equipment with weight up to 50 lbs.
    • Employee also must be able to maneuver within tight spaces to interconnect cabling as required.


    An Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities


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