Major Incident Response Technician

JCS Solutions LLC; Maryland; Hybrid; USD 50,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability

Long-term disability

Paid time off

401k with employer match

Professional Development Reimbursement

Job summary

JCS Solutions is seeking an experienced Major Incident Response Specialist to manage the full lifecycle of major incident management within a DoD environment. This role identifies, coordinates, communicates, and drives resolution of critical IT incidents impacting mission operations.

The position requires strong troubleshooting, customer service, and teamwork, with a Secret security clearance and a swing shift onsite schedule.

Qualifications

• Associate's degree or higher with DoD environment experience preferred.
• CompTIA Security+ certification required.
• Experience managing incident response in enterprise IT environments.

Responsibilities

• Monitor, assess, and manage major IT incidents to minimize service disruption.
• Coordinate technical teams, facilitate incident bridge calls, and drive resolution.
• Provide timely communications and reporting to stakeholders including government leadership.
• Investigate incidents, perform root cause analysis, and implement corrective actions.
• Provide end-user support for hardware, software, and enterprise applications.
• Analyze incident trends and contribute to service improvement initiatives.
• Maintain accurate incident records and reporting per procedures.

Skills

Incident management

Troubleshooting

Communication

Customer service

Team coordination

ITIL knowledge

Education

Associate's degree in Computer Science/IT/IS/Engineering or related field

Bachelor's degree + 4 years general experience (2+ years specialized)

8 years general experience with 6 years specialized (no degree required)

Job description

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

Job Summary

JCS Solutions is seeking an experienced Major Incident Response (MIR) Specialist to manage the full lifecycle of major incident management within a Department of Defense (DoD) environment. This role is responsible for identifying, coordinating, communicating, and driving the resolution of critical IT incidents that impact mission operations. The ideal candidate will possess strong technical troubleshooting skills, experience working in a fast-paced operational environment, and the ability to effectively coordinate with multiple technical teams while providing exceptional customer service and stakeholder communication.

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:

As a Major Incident Response Specialist, you will:

• Monitor, identify, assess, and manage major IT incidents and operational events, leading incident response efforts to minimize service disruptions and restore services quickly.
• Serve as the primary point of contact for major incidents by performing initial triage, coordinating technical teams, facilitating incident bridge calls, and driving resolution activities through completion.
• Maintain situational awareness of service impacts and recovery efforts while providing timely communications, status updates, and reporting to stakeholders, including government leadership.
• Partner with technical and problem management teams to investigate incidents, perform root cause analysis, document findings, and implement corrective actions to prevent recurrence.
• Provide phone and in-person support for end users, troubleshooting and resolving hardware, software, workstation, printer, email, directory services, and Windows desktop application issues.
• Analyze incident trends, identify opportunities for service improvement, and contribute to operational resilience and process enhancement initiatives.
• Maintain accurate incident records, operational documentation, and reporting in accordance with established procedures and government requirements.

What you will bring:

• Active Secret Security Clearance.
• Minimum of two (2) years of experience supporting a Department of Defense (DoD) environment.
• Experience managing or supporting incident management processes in an enterprise IT environment.
• Experience providing phone and in-person technical support for email systems, directory services, Windows desktop applications, and enterprise business applications.
• Experience troubleshooting hardware, software, workstation, printer, and other end-user support issues.
• Strong understanding of network infrastructure, equipment, architecture, and capabilities.
• Knowledge of incident management, service restoration, escalation procedures, and operational support best practices.
• Strong analytical and troubleshooting skills with the ability to quickly diagnose and resolve

Schedule Requirements

• Ability to work onsite during the assigned swing shift (Tuesday through Saturday, 2:00 PM to 10:30 PM).
• Ability to complete a required 30-day onsite training period (Monday through Friday, 7:00 AM to 3:30 PM) prior to transitioning to the assigned shift.

Certifications

• Current CompTIA Security+ certification required.
• Must hold a valid CompTIA Security+ certification.

Education Requirements

An Associate's degree in Computer Science, Information Technology, Information Systems, Engineering, Software Engineering, Mathematics, Business, Finance, Natural Sciences, Social Sciences, or a related field from an accredited institution, or an applicable technical training certificate.

Education and experience substitutions may be considered:

• Bachelor's degree in a related field plus four (4) years of general experience, including at least two (2) years of specialized experience; or
• Eight (8) years of general experience with at least six (6) years of specialized experience in lieu of a degree.

How will you wow us:

• Excellent written and verbal communication skills with the ability to brief leadership and communicate complex technical information to diverse audiences.
• Demonstrated ability to prioritize competing tasks and make sound decisions in a high-pressure operational environment.
• Strong customer service orientation and ability to collaborate effectively across multiple technical teams.
• Experience supporting enterprise IT operations in a mission-critical federal environment.
• Experience facilitating major incident bridge calls and coordinating cross-functional technical teams.
• Strong understanding of ITIL-based incident and problem management practices
• Proven ability to drive process improvements and operational excellence initiatives.
• A proactive, customer-focused approach with a strong sense of urgency and accountability.

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: $50,000.00 - $75,000.00

Please Note:

Employment is contingent upon successfully passing a pre-employment drug screening and any other required background checks, consistent with applicable law.

Commitment to Non-Discrimination

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

NOTICE: Please be aware that all JCS Solutions communications related to job interviews and offers from our recruiting team willonlycome from @JCSSolutions.com. We want to emphasize thatwe do not conduct any interviews over Discord, Slack, Skype, Zoom, or any chat app.