Field Service Technician II

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.

About the Role

Cole Engineering Services, a By Light company, is seeking a highly motivated candidate to support Product Support development activities for an emerging simulation and training capability for the United States Army. The candidate will support Product Support lifecycle hardware and electronics development activities and provide hardware/software Help Desk and maintenance support across the U.S. Army’s Reconfigurable Virtual Collective Trainer (RVCT) program.

Responsibilities

• Perform critical Help Desk, maintenance, and technical support functions across the RVCT program.
• Serve as the first point of contact for customers seeking technical assistance via phone or email.
• Assist customers with troubleshooting using diagnostic techniques and pertinent questions.
• Escalate unresolved issues to the next level of support.
• Record, track, and manage all customer issues and resolutions.
• Travel to customer locations when issues cannot be resolved remotely.
• Provide scheduled and unscheduled onsite maintenance support for RVCT integration and development hardware.
• Document all maintenance activities performed.
• Reconfigure, assemble, and disassemble RVCT devices as required.
• Lift heavy objects and use hand tools as part of maintenance and hardware support tasks.

Requirements

• 4+ years of experience in operational or simulated military hardware maintenance and sustainment.
• Training equivalent to 2 years of technical trade school or military school and 2 years of field service or technical maintenance activities.
• Experience in simulation hardware/software testing.
• Operational understanding of virtual collective simulation exercise control.
• Active Security + certification.
• Experience writing or updating maintenance plans and procedures.
• Experience in Help Desk management and coordination.
• Expertise in Microsoft Word, PowerPoint, and Excel applications.
• Effective oral and written communication skills.

Preferred Qualifications

• Experience in AVCATT or CCTT.
• Experience with OneSAF.
• Program execution tools, such as Jira, Jira Service Management, and Confluence.
• BCS.
• Red Hat LINUX.
• VMWare.
• Applied knowledge of DoD Information Assurance patch application and scanning tools.

Special Requirements

• Must be a US citizen and currently possess a US Secret Clearance.
• Candidate must be willing to travel as required (up to 25%) both domestically and internationally.

Benefits

• 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)

Physical Demands

• Must be able to frequently lift and/or move items weighing up to 50 pounds.