Senior Tier 2 Helpdesk Specialist

Jcssolutions; Fort Belvoir (VA); On-site; USD 55,000 - 78,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Life insurance

Short- and long-term disability

PTO

401k with employer match

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

IT helpdesk

Customer service

Ticketing systems

Remote desk takeover

SLA knowledge

Education

Bachelor's/Master's degree

Tools

Remedy

ServiceNow

Job description

Job Summary

JCS Solutions is seeking a Senior Tier 2 Helpdesk Specialist to support large‑scale migration and operations on a large, high‑profile DOD contract in Fort Belvoir, VA. The I3TS program provides enterprise‑wide IT support to enable DTRA’s Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to DTRA’s internal and external mission partners operating in CONUS and OCONUS locations.

In this role, a successful candidate you will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems.

Clearance: Must currently hold an active DOD TS/SCI clearance

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:

• Troubleshoot, resolve, and/or elevate technical issues based on ticket assignments deskside or remotely, as necessary.


• Correlate events and incidents for management of Information Technology (IT) Services.


• Provide great and prompt customer service to DTRA personnel by assisting them with IT‑related issues.


• Document and communicate degradation of services or outage issues information to customers and help with resolution.


• Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.


• Ensure your assigned tickets stay within the program’s AQL/SLA commitments.


• Utilize Remedy and/or Service Now for queue and work management.


• Ensure all tickets, requests, and work orders are properly documented.


• Create or coordinate the development of Knowledge Base Articles (KBA)


• Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds.


• Provide support for new employees setting up ADPE (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to the necessary websites, applications, or services.

What you will bring:

• Bachelors Degree with 8+ years of relevant experience or a Masters Degree with 6-10 years of experience. Additional experience will be considered in lieu of a degree.


• Active DOD TS/SCI clearance


• Current 8140 (Previously 8570), IAT Level II (SEC+ or equivalent) prior to your start date with Leidos, as well as ability to maintain certification for duration of assignment to the DTRA I3TS contract.


• Experience in IT customer service including two (4) years of IT ticketing system experience and one (1) year of experience in remote desk takeover tools and usage.


• Experience meeting service level goals and targets.

How will you wow us:

• Systems or network administration experience in Windows Server and/or Cisco environments.


• Familiarity with automated call distribution systems.


• Certification in a process‑based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.

JCS Solutions 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: $55,000.00 - $78,000.00

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 willonlycome from @JCSSolutions.com. We want to emphasize thatwe do not conduct any interviews over Discord, Slack, Skype, Zoom, or any chat app.