Cyber System Support Specialist

Company Overview:

By Light Professional IT Services LLC readies warfighters and federal agencies with technology and systems engineered to connect, protect, and prepare individuals and teams for whatever comes next. Headquartered in McLean, VA, By Light supports defense, civilian, and commercial IT customers worldwide.

Cole Engineering Services (CESI), a By Light company, is recognized as a premier provider of modeling and simulation (M&S) training solutions to the Federal Government and industry. Since 2004, CESI has been at the forefront of developing, maintaining, and integrating simulation-based training, serious gaming, technical services, training and other support in live, virtual, constructive, and gaming (LVCG) domains. CESI also designs, builds and runs infrastructure, platforms, applications and processes that enable cyber training for the integrated multi-domain force. Our vision is to become a worldwide full spectrum LVCG and cyber training/analysis developer, integrator and services provider.

Position Overview: Join Cole Engineering as a Tier I-III Cyber System Support Specialist. We're currently seeking individuals to offer technical assistance to end-users on the Persistent Cyber Training Environment (PCTE) platform. Your primary responsibilities will include resolving user inquiries, documenting issues, and ensuring adherence to operational service standards.

In this role, you'll be responsible for monitoring reported issues, conducting thorough research, and troubleshooting using product information to deliver comprehensive solutions. You'll also be expected to provide guidance on issue resolution approaches and escalate issues as required.

Additionally, you'll assist in supporting software upgrades, setting up user profiles, and maintaining user accounts to ensure timely response and high-quality service levels.

Position location is Annapolis Junction, MD and full time on-site.

Responsibilities: As a member of the platform support team, the engineer will utilize Jira Service Manager tools and vSphere to monitor and maintain the PCTE platform guaranteeing its peak performance. This position is for the day shift M F 0800 1600.

They will oversee the creation of user accounts, address platform issues raised by users, and ensure swift resolutions. Furthermore, they will incorporate user feedback for ongoing improvements to the customer experience. This comprehensive support encompasses systems categorized under Unclassified, Sec/REL, and Top-Secret security levels.

Required Experience/Qualifications:

• Possess strong written and verbal communication skills to collaborate seamlessly within a team environment and support stakeholders.
• Display attention to detail while entering user information to ensure accuracy, minimizing the need for corrective actions.
• Ability to analyze real-world problems and implement solutions following corporate guidelines, industry best practices, and established procedures.
• Offer professional-level support for virtual environments, network functions, and other technical challenges.
• Display adaptability to meet customer needs and requirements effectively.
• Bachelor's degree in a technical discipline such as IT, computer science, systems or software engineering from an accredited college or university. (5 years experience in lieu of degree)
• 8570 Compliant IAT Level II or greater. Security+, CISSP or other equivalent certification required within six months of hire.

Preferred Experience:

• The ideal candidate should be flexible in their work schedule, including the ability to work different shifts and weekends.
• Support the configuration, execution, and troubleshooting of virtual environments created by users within PCTE.
• Red Hat Enterprise Linux (RHEL) Identity Management (IdM) and Single Sign-On (SSO) using Lightweight Directory Access Protocol (LDAP).
• Interact proficiently with vendors, users, customers, and developers to comprehend evolving needs and operational requirements impacting the production environment to deliver comprehensive solutions.

Special Requirements/Security Clearance:

In accordance with the specifications of a government contract, eligibility for this position mandates U.S. Citizenship status and a TS/SCI security clearance. The precise security clearance requisites will be detailed in the Government's Task Order.

Salary Range: Salary Minimum: $99,000, Salary Maximum: $129,000

The annual base salary provided is a guideline for this position and is not a guarantee of compensation or salary. When extending an offer, CESI also considers other variables such as (but not limited to) work experience, education, training, skill set, internal peer equity, clearance level, and market conditions. In addition, CESI provides an extensive selection of benefits and offerings to our employees.

Benefits Overview:

CESI recognizes that our strength is our people. We support every employee as an individual to build strong teams across the enterprise. Our benefit package includes:

• Medical, Dental & Vision Coverage
• Wellness Program
• 401(k) Matching
• Disability (Short Term & Long Term)
• Employee Assistance Program
• Life Insurance
• Education & Training
• Generous Leave Policy (11 Federal Holidays, PTO, Military Leave, Bereavement and Jury Duty)

Cole Engineering Services, Inc. is an equal opportunity employer. We consider qualified applicants without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, political affiliation, age, marital status, disability, genetic information, veteran status, membership in an employee organization, or any other basis prohibited by federal, state, or local laws.