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Customer Service Desk Administrator – Intermediate Job Opening In McLean – Now Hiring By Light

Customer Service Desk Administrator – Intermediate

    United States Jobs Expertini Expertini › United States › Jobs › Mclean › Information And Record Clerks › Customer Service Desk Administrator – Intermediate

Job description

Overview

By Light is seeking personnel to provide comprehensive support for the Defense Contract Management Agency (DCMA) Facilities Management team in the implementation and sustainment of a Computer-Aided Facility Management (CAFM) software solution.

This engagement, titled “DCMA CAFM SaaS Support Services,” encompasses a base year plus four option years (September 30, 2025 – September 29, 2030), and will facilitate the optimization of facility operations across DCMA’s nationwide and overseas portfolio, totaling over 1.3 million square feet.

By Light will deliver a FedRAMP-approved, Impact Level 4 SaaS solution and a full spectrum of professional services, including system implementation, software development, system administration, help desk customer support, virtual and on-site training, and ongoing cybersecurity management.

The CAFM system is required to streamline space planning, asset and lease tracking, capital and building operations management, and reporting, while enabling seamless integration with Autodesk and compliance with all applicable DoD cybersecurity and accessibility standards.

Responsibilities

  • Serve as the primary point of contact for users of the DCMA Computer-Aided Facility Management (CAFM) SaaS solution, providing Tier I and Tier II help desk support for all CAFM application, access, and issue resolution requests.
  • Monitor and manage the service desk ticketing system, ensuring timely logging, tracking, prioritization, escalation, and resolution of incidents and service requests in accordance with contract-specified response and resolution Service Level Agreements (SLAs).
  • Troubleshoot end-user issues related to user accounts, permissions, software navigation, data access, and integration with related DCMA enterprise systems (., Autodesk, Maximo).
  • Deliver exceptional customer service by communicating professionally and effectively with end users, technical teams, and government stakeholders to resolve concerns or collect necessary troubleshooting information.
  • Create, update, and maintain knowledge base articles, FAQs, and standard operating procedures (SOPs) to aid users in issue self-resolution and promote knowledge transfer.
  • Document all user interactions, resolutions, and feedback in the designated service desk system; generate regular and ad-hoc service desk activity reports for submission to the COR, COTR, and IT PM.
  • Participate in onboarding and training of new service desk users and support delivery of ad-hoc training sessions or user outreach as required.
  • Collaborate with software developers, system administrators, cybersecurity, and program management staff to escalate and resolve complex issues and identify recurring technical trends for process improvement.
  • Provide after-hours support as required for priority incidents or scheduled system maintenance.
  • Ensure all support activities adhere to IT best practices, Federal/DoD information security and privacy guidelines, and contract/corporate policies.

    • Required Experience/Qualifications

  • Associate’s Degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent professional experience.
  • Minimum 3 years’ experience providing IT service desk, help desk, or technical customer support, preferably in a federal, DoD, or enterprise SaaS environment.
  • Demonstrated proficiency with service desk/ticketing systems, remote support tools, and troubleshooting methodologies.
  • Strong communication skills, with the ability to convey technical instructions or resolutions to users with varying technical backgrounds.
  • Experience with user account administration and support for enterprise COTS/GOTS applications.

    • Preferred Experience/Qualifications

  • Experience supporting CAFM, enterprise facility management systems, or similar government IT solutions.
  • Familiarity with ITIL, customer service management frameworks, or help desk best practices.
  • ITIL Foundation Certification or comparable IT service management credential.
  • CompTIA A+, Network+, or equivalent technical support certification.
  • Experience with Section 508 accessibility and federal records management practices.
  • Experience writing user documentation, knowledge base articles, or contributing to SOP development.
  • Experience supporting remote and geographically dispersed user bases.

    • Special Requirements/Security Clearance

  • .

    citizenship required.

    • By Light 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, and Military Leave)

    • By Light is an Equal Opportunity and Affirmative Action Employer.

    All qualified candidates will receive consideration regardless of gender, race, veteran status, disability, and any other protected class in accordance with federal, state and local laws.

    Required Skill Profession

    Information And Record Clerks


    • Job Details

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    Unlock Your Customer Service Potential: Insight & Career Growth Guide


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    Are You Looking for Customer Service Desk Administrator – Intermediate Job?

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