By Light Professional IT Services

  • Help Desk Support Specialist

    Job Locations US-TX-Austin
    Posted Date 2 weeks ago(1/9/2019 3:11 PM)
    # of Openings
    Information Technology
  • Overview

    By Light is hiring a Help Desk Support Specialist to join our team providing Tier 1 Support for the Veterans Affairs Loan Guaranty System (LGY) Web Applications.


    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.


    • Respond to end user request for assistance using existing manuals and scripted responses
    • Effectively interact with customers and refer ongoing issues to the appropriate engineering support team
    • Provide Tier 1 support on Web Applications as part of a team
    • Answer customer requests in a timely manner per Standard Operating Procedures
    • Provide software troubleshooting support to customers

    Required Experience/Qualifications

    • 1 year of experience in an Application Help Desk environment
    • Ability to identify and organize tickets according to priority
    • Ability to handle other tasks as assigned

    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

    Special Requirements/Security Clearance

    • Candidates must be able to successfully complete a Government background investigation

    An Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities


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