Phacil, a By Light Company, is seeking a Desk Side Specialist to support a contract in Washington, DC. The contract operates the computer and telecommunications network and security infrastructure at the customer site. The network infrastructure provides data, voice, Wi-Fi/wireless, and emergency broadcast services to several Operating Units that reside within customer headquarters. The primary purpose of this task order is to provide ongoing operation and maintenance and to enhance the overall service delivery model for the infrastructure.

Responds to, diagnoses and resolves problems through discussion with users.
• Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
• Provides support to end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, email and personnel requests for technical support, documenting every contact.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Provides 1st and 2nd tier support to end users for PC applications and hardware via remote tools and deskside visits
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.
• Possesses and applies expertise on multiple complex work assignments.
• Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.
• Operates with appreciable latitude in developing methodology and presenting solutions to problems.
• Contributes to deliverables and performance metrics.
• Utilizes the ServiceNow ticketing system to track all work
• US. Citizenship and ability to obtain a public trust
• ITIL, One year of comparable experience, A+ all desired

• Experience working in an environment supporting Executive customers with information technology requirements
• ITIL certification
• A+ certification

• Must be able to obtain a Public Trust
• A minimum of 5% travel is required on the contract

Ability to walk 1 mile without difficulty as the job site is a one mile walk from start to finish, and walking to customer desk side is frequent

Ability to setup computers at deskside, carring equipment to and from and crawling under desks to hook everything up