By Light Professional IT Services

Service Desk Technician

Job Locations US-MD-Hanover
Posted Date 2 weeks ago(3/16/2020 1:18 PM)
# of Openings
Information Technology


Is it time for a new and exciting job opportunity? Phacil, a By Light company, is seeking a Service Desk Technician to join our team. Join an amazing group of dedicated professionals and see the possibilities!


  • Responsible for responding, prioritizing, and coordinating resolution of service requests residing on DSS networks (NIPR/SIPR/JWICS/BICES/Insider Threat-Internal).
  • Provide remote support as well as onsite support for customers at the RKB, the Center for Development of Security Excellence (CDSE), regional and local field offices, other remote locations, and Very Important Persons (VIPs) as necessary.
  • Interface for all service requests related to DSS’ IT environment and mission applications.
  • Provide Operations & Maintenance (O&M) support of the SD.
  • Provide timely acknowledgement of service requests, problem identification, root cause analysis, escalation, resolution, and closure for all service requests. Response to service requests shall be based on the DSS prioritization level and SLAs identified by the Government.
  • Ensure customer satisfaction benchmarks and current metrics are tracked and made transparent via a shared portal (i.e., IOD).
  • Provide a status on service requests for users (i.e., via an automated self-accessible portal or through direct follow-up communication).
  • Provide end-user account administration services (add/change/remove).
  • Provide deskside support to resolve customer service requests.
  • Washington DC OPM HQ will be a lasion between DCSA and OPM (NBIB).

Required Experience/Qualifications

  • 1+ years of experience as a technician performing IT Service Desk requirements
  • Meet or exceed DoD 8570.1 requirements as follows:  Information Assurance Technical (IAT) Level II which consists of either: Security+ CE, GSEC, or SSCP

Preferred Experience/Qualifications

  • Experience working in an environment supporting Executive customers with information technology requirements

Special Requirements/Security Clearance

  • Minimum secret clearance required
  • A minimum of 5% travel is required on the contract


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