Helpdesk Analyst / Family Assistance Representative

JCS Solutions LLC; Springfield (VA); On-site; USD 29,000 - 50,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

PTO

401k with employer match

Professional development reimbursement

Job summary

JCS Solutions LLC is seeking a Helpdesk Analyst to support the Arlington National Cemetery Customer Service Center in Springfield, VA. You will be the first point of contact for families, veterans, and the public, delivering accurate information with empathy and professionalism in sensitive situations.

Responsibilities include documenting inquiries, coordinating responses, and maintaining case records in our system.

Qualifications

• Two years of customer service, contact center, hospitality or related experience.
• Excellent verbal and written communication skills.
• Ability to work with individuals experiencing grief, stress, or emotional situations.
• Proficiency with Microsoft Office applications.
• U.S. Citizenship and Secret Security Clearance required.

Responsibilities

• Serve as the primary contact for families, veterans, and the public.
• Respond to inquiries via phone, email, fax, and other channels in a professional manner.
• Handle sensitive conversations with empathy and professionalism.
• Document all interactions and case notes in the case management system.
• Maintain and update customer records as information changes.
• Escalate to appropriate officials when needed.
• Provide information on Arlington National Cemetery services and procedures.
• Ensure privacy and sensitive information handling compliance.
• Assist with case tracking and follow-up to resolve inquiries.
• Work under Team Lead direction and perform other duties.

Skills

Customer service

Communication

Active listening

MS Office

Record keeping

Empathy

U.S. Citizenship

Secret clearance

Documentation

Education

High School Diploma

Tools

Microsoft Dynamics 365

Job description

Grow, innovate, and generate progress: Harness your expertise to solve challenges and celebrate success!

Job Summary

JCS Solutions LLC (JCS) is seeking a Helpdesk Analyst to support the Arlington National Cemetery Customer Service Center. The Helpdesk Analyst serves as the initial point of contact for family members, veterans, active-duty service members, funeral homes, government agencies, and members of the public seeking information and assistance related to Arlington National Cemetery services and operations. This position requires exceptional customer service skills, empathy, professionalism, and the ability to assist individuals during sensitive and emotional circumstances. The successful candidate will provide accurate information, document inquiries, coordinate responses, and ensure every interaction is handled with compassion, dignity, and respect. This position offers an opportunity to support a mission that directly serves our nation’s veterans and their families while working in a collaborative, high-performing environment.

Location, Clearance & Salary

Location: Springfield, VA

Clearance: Secret

Salary: $29000.00 - $50,000.00

What’s in it for you

• Join a premier technology firm specializing in innovative solutions.
• Be part of a collaborative, inclusive, and innovative work culture.
• Enjoy tremendous growth potential in a high-performing team environment.
• A robust benefits package:
  • Health, dental, and vision insurance
  • Life insurance
  • Short-and-long term disability
  • Paid time off (PTO)
  • 401k retirement plan with employer match
  • Annual Professional Development Reimbursement Program
  • And more!

What you will do

• Serve as the primary point of contact for family members, veterans, military personnel, funeral homes, government agencies, and the general public.
• Respond to inquiries received through telephone, email, fax, and other communication channels in a professional, courteous, and timely manner.
• Handle sensitive and emotional conversations with empathy, patience, and professionalism.
• Research inquiries and utilize established procedures and knowledge resources to provide accurate information and guidance.
• Document all customer interactions, case notes, and supporting documentation within the case management system.
• Maintain and update customer records as new information is received.
• Escalate inquiries to appropriate government officials or subject matter experts when required.
• Provide information regarding Arlington National Cemetery services, procedures, visitation, scheduling, eligibility requirements, and related programs.
• Ensure compliance with privacy and sensitive information handling requirements.
• Assist with case tracking and follow-up activities to ensure timely resolution of customer inquiries.
• Work under the direction of the Team Lead and perform other duties as assigned.

What you will bring

• Must be a U.S. Citizen.
• Must possess a Secret Security Clearance.
• Minimum of two (2) years of customer service, contact center, hospitality, administrative support, family assistance, or related experience.
• Excellent verbal and written communication skills.
• Ability to work effectively with individuals experiencing grief, stress, or emotional situations.
• Strong attention to detail and organizational skills.
• Proficiency with Microsoft Office applications.
• Ability to accurately document and maintain records.
• Demonstrated ability to manage multiple tasks in a fast-paced environment.
• High School Diploma or equivalent required.

How you will wow us

• Previous experience supporting military personnel, veterans, or military families.
• Experience in a customer contact center, call center, or public service environment.
• Experience using Microsoft Dynamics 365 or other case management systems.
• Familiarity with Department of Defense or federal government operations.
• Associate’s or Bachelor's degree.
• Bilingual communication skills.

JCS Solutions (JCS) is a premier technology firm providing innovative solutions and high-quality services in defense, national security, and civilian sectors. JCS offers enterprise-wide solutions including cloud computing, software development, cybersecurity, digital modernization, and management consulting for the federal government. At JCS, we elevate our customers’ mission through the application of technology and professional services. Our commitment to investing in our workforce drives innovation and progress for our clients, employees, and communities. JCS is both a Great Place to Work and a Top Places to Work certified company. Our employees embody our core values, and we are looking for others who do too.

• Customer Experience: Strive for excellence and delight our clients
• Innovation: Embrace creative thinking to enable continual growth and powerful solutions
• Accountability: Take ownership of and pride in our actions and service delivery
• Inspire: Be inspired to be your best self and have fun in the process
• Integrity: Do the right thing, the right way, every time!
• Stewardship: The careful and responsible management of something entrusted to our care.

At JCS Solutions, compensation is based on a number of factors such as location, qualifications, and applicable contract terms. The general salary range for this position is as follows: $29,000.00 - $50,000.00

All qualified applicants will receive consideration for employment without regard to any protected status protected by applicable federal, state, or local laws.