Senior Tier 2 Helpdesk Specialist

JCS Solutions LLC; Fort Belvoir (VA); On-site; USD 70,000 - 103,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Life insurance

Short-and-long term disability

Paid time off (PTO)

401k retirement plan with employer

Professional Development Reimbursement

Job summary

JCS Solutions LLC is seeking a Senior Tier 2 Helpdesk Specialist to support large-scale migration and DoD IT operations at the DTRA ITD. You will resolve complex issues on classified and unclassified systems housed in the Data Center, and mentor a high-performing team in a fast-paced environment.

Qualifications include TS/SCI clearance, active DoD 8140 IAT Level II certification, and strong ITSM/ITIL process knowledge. You will manage tickets in Remedy/ServiceNow and maintain SLA commitments.

Qualifications

• Bachelor's degree with 8+ years of relevant IT experience.
• Master's degree with 6+ years of relevant experience.
• Doctorate in a technical field acceptable.

Responsibilities

• Install, operate, maintain, troubleshoot, and administer data and applications hosted in the DTRA Data Center on classified and unclassified systems, and help defend them against cyber threats.
• Troubleshoot, resolve, or escape assigned tickets, either at the user's desk or remotely.
• Find the root cause of complex problems and apply the right fix or workaround.
• Link related events and incidents to support IT service management.
• Communicate service problems and outages to customers and help resolve them.
• Follow IT Service Management (ITSM) and ITIL processes to keep service quality high and resolve issues quickly.
• Keep assigned tickets within the program's service level commitments (AQL/SLA).
• Manage your queue and work in Remedy and/or ServiceNow, and fully document all tickets, requests, and work orders.
• Write knowledge base articles, or coordinate their development.
• Set up equipment for new employees, including monitors, keyboards, mice, virtual desktops (VDI), laptops, phones, printers, and video teleconference (VTC) suites.
• Confirm new employees' network connectivity, and fix any remaining account issues so they can reach the websites, applications, and services they need.
• Give DTRA personnel prompt, high-quality customer service on all IT issues.

Skills

IT ticketing systems

Remote desktop takeover

Service level goals

Strong communication

Multitasking

Education

Bachelor's degree with 8+ years of relevant experience

Master's degree with 6+ years of relevant experience

Doctorate in a technical field acceptable

Tools

Remedy

ServiceNow

ACD systems

Windows Server

Job description

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

Job Summary

JCS Solutions is looking for a Senior Tier 2 Helpdesk Specialist to support large-scale migration and operations work on a high-profile DoD contract. The I3TS program provides enterprise-wide IT support to DTRA's Information Management & Technology Directorate (ITD). The directorate is working to consolidate and modernize the IT services and mission capabilities it delivers to DTRA's internal and external mission partners in CONUS and OCONUS locations.

You will be a senior technical resource on the service desk, resolving complex issues on classified and unclassified systems hosted in the DTRA Data Center. You will join a high-performing team in a fast-paced, collaborative environment, with strong room to grow.

Location:

Fort Belvoir, VA

Clearance:

TS/SCI

Salary:

$70,000.00 - 103,000.00

Certification:

Active DoD 8140/8570 IAT Level II certification

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:

• Install, operate, maintain, troubleshoot, and administer data and applications hosted in the DTRA Data Center on classified and unclassified systems, and help defend them against cyber threats.
• Troubleshoot, resolve, or escape assigned tickets, either at the user's desk or remotely.
• Find the root cause of complex problems and apply the right fix or workaround.
• Link related events and incidents to support IT service management.
• Communicate service problems and outages to customers and help resolve them.
• Follow IT Service Management (ITSM) and ITIL processes to keep service quality high and resolve issues quickly.
• Keep assigned tickets within the program's service level commitments (AQL/SLA).
• Manage your queue and work in Remedy and/or ServiceNow, and fully document all tickets, requests, and work orders.
• Write knowledge base articles, or coordinate their development.
• Set up equipment for new employees, including monitors, keyboards, mice, virtual desktops (VDI), laptops, phones, printers, and video teleconference (VTC) suites.
• Confirm new employees' network connectivity, and fix any remaining account issues so they can reach the websites, applications, and services they need.
• Give DTRA personnel prompt, high-quality customer service on all IT issues.

What you will bring:

• Active DoD Top Secret clearance
• U.S. citizenship
• 4 years of experience with IT ticketing systems
• 1 year of experience with remote desktop takeover tools
• Proven record of meeting service level goals and targets
• Strong communication and collaboration skills, and the ability to multitask in a fast-paced environment

Required Certifications

• An active DoD 8140 IAT Level II certification, such as one of the following: Security+ CE, CySA+, CASP+ CE, CCNA-Security, CCNP Security, CCSP, CISA, CISSP (or Associate), CND, GCED, GCIH, GICSP, GSEC, or SSCP

Education Requirements

• Bachelor's degree with 8+ years of relevant experience, or
• Master's degree with 6+ years of relevant experience
• A Doctorate in a technical field is acceptable.

How you will wow us:

• Systems or network administration in Windows Server and/or Cisco environments
• Familiarity with automated call distribution (ACD) systems
• A process-based certification such as ITIL, HDI, COBIT, Lean Six Sigma, or Six Sigma

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: $70,000.00 - $103,000.00

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 will only come from @JCSSolutions.com. We want to emphasize that we do not conduct any interviews over Discord, Slack, Skype, Zoom, or any chat app.