Senior TS/SCI IT Helpdesk Lead - Enterprise Support

JCS Solutions LLC; Fort Belvoir, Northern (VA, KY); Hybrid; USD 55,000 - 78,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

PTO

401k with match

Professional development reimbursement

Job summary

JCS Solutions is seeking a Senior Tier 2 Helpdesk Specialist to support a large DOD contract in Fort Belvoir, VA. You will perform deskside and remote IT support, installing, operating, maintaining, troubleshooting, and defending data and applications in the DTRA Data Center.

The role requires an active DoD TS/SCI clearance, ITIL/COBIT or similar, and a strong background in Windows Server, Cisco networks, and IT ticketing systems such as Remedy or ServiceNow.

Qualifications

• Bachelor's degree with 8+ years of relevant experience, or Master's with 6–10 years.
• Active DoD TS/SCI clearance.
• Current 8140/8570 IAT Level II (SEC+ or equivalent) before start date.
• Experience with IT ticketing systems and remote desk takeover tools.
• Experience meeting service level goals and targets.
• Systems or network admin experience in Windows Server and Cisco environments.
• Certification in ITIL/HDI/COBIT/Lean Six Sigma or equivalent.

Responsibilities

• Troubleshoot, resolve, and escalate technical issues deskside or remotely.
• Correlate events and incidents for IT services management.
• Provide excellent customer service to DTRA personnel.
• Document and communicate degradation of services or outages and assist with resolution.
• Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.
• Ensure tickets meet program AQL/SLA commitments.
• Utilize Remedy and/or ServiceNow for queue and work management.
• Document all tickets, requests, and work orders.
• Create or coordinate Knowledge Base Articles (KBA).
• Troubleshoot complex problems and derive root causes and fixes/workarounds.
• Support new employees with ADPE setup and access.

Skills

Ticketing system experience

SLA compliance

Remote support tools

Customer service

Education

Bachelor's degree

Master's degree

Tools

Remedy

ServiceNow

Remote desk takeover tools

Job description

JCS Solutions is seeking a Senior Tier 2 Helpdesk Specialist to support a large DOD contract in Fort Belvoir, VA. You will perform deskside and remote IT support, installing, operating, maintaining, troubleshooting, and defending data and applications in the DTRA Data Center.

The role requires an active DoD TS/SCI clearance, ITIL/COBIT or similar, and a strong background in Windows Server, Cisco networks, and IT ticketing systems such as Remedy or ServiceNow.