Senior IT Helpdesk Lead — TS/SCI (DOD Contract)
Jcssolutions
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Benefits offered by this job
Job summary
JCS Solutions seeks a Senior Tier 2 Helpdesk Specialist to support a large DOD contract at Fort Belvoir, VA. The role involves enterprise IT support, incident management, and cybersecurity defense for both classified and unclassified systems.
The candidate must hold an active DOD TS/SCI clearance and bring 8+ years of IT/helpdesk experience, with expertise in IT ticketing systems and ITIL/ITSM processes. This position offers strong growth and comprehensive benefits.
Qualifications
- Active DOD TS/SCI clearance.
- 8+ years of IT/helpdesk experience.
- Experience with IT ticketing systems (2+ years).
- IAT Level II (SEC+ or equivalent) before start date.
Responsibilities
- Troubleshoot, resolve, and escalate technical issues from tickets
- Correlate events for IT services management
- Provide prompt customer service to DTRA personnel
- Document service degradation and outages for customers
- Follow ITSM/ITIL processes for quality service
- Ensure tickets meet program AQL/SLA commitments
- Use Remedy and/or ServiceNow for queue/work management
- Document all tickets and work orders
- Create/coordinate Knowledge Base Articles (KBA)
- Troubleshoot complex problems and identify root causes and fixes
- Support new employees with setup and access to required resources
Skills
Education
Tools
Job description
JCS Solutions seeks a Senior Tier 2 Helpdesk Specialist to support a large DOD contract at Fort Belvoir, VA. The role involves enterprise IT support, incident management, and cybersecurity defense for both classified and unclassified systems.
The candidate must hold an active DOD TS/SCI clearance and bring 8+ years of IT/helpdesk experience, with expertise in IT ticketing systems and ITIL/ITSM processes. This position offers strong growth and comprehensive benefits.
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