Service Desk Technician

JCS Solutions LLC; Camp Springs (MD); On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Service Desk Technician to join their Cyber Support Center team at Joint Base Andrews. This role offers a dynamic environment where you will provide essential support to customers, troubleshoot various technical issues, and collaborate with a high-performing team. With a commitment to innovation and excellence, this position promises tremendous growth potential and the chance to work in a culture that values inclusivity and collaboration. If you thrive in fast-paced settings and have a passion for customer service, this opportunity is perfect for you!

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Paid Time Off (PTO)

401k Retirement Plan with Employer Match

Annual Professional Development Reimbursement

Qualifications

• Active DoD Secret Clearance required.
• Experience in customer support and troubleshooting hardware/software.

Responsibilities

• Provide phone, email, and web support to customers.
• Troubleshoot hardware, software, and applications.

Skills

Customer Service

Troubleshooting

Communication Skills

Problem-Solving

Education

Associate Degree in Relevant Fields

DoD 8570 IAT Level II or IAM II Certification

Tools

ITSM Environments

Job description

Job Description

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

Job Summary:

JCS Solutions has a need for a Service Desk Technician to join our growing Cyber Support Center (CySC) team at Joint Base Andrews (JBA). The position is 100% on-site. This position offers an excellent opportunity to be part of a high-performing team responsible for supporting a high-velocity collaborative environment, along with tremendous growth potential. If you are interested in a challenge and a great working environment, apply today!

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:
The specific duties include but are not necessarily limited to the following:

• Provide phone, email, and web support to customers, including greeting customers, diagnosing issues, opening tickets, and escalating when necessary.
• Troubleshoot hardware, software, applications, telecommunications, desktops, mobile devices, and printers, providing detailed analysis.
• Assist with equipment replacement decisions and coordinate resolutions under warranty.
• Update tickets and coordinate necessary work, documenting status and communicating with users until resolution.
• Escalate issues to next-level support if unresolved at Level 1.
• Deliver excellent support with strong communication skills.
• Work within ITSM environments, adhering to SLAs for incident response and resolution.
• Apply problem-solving skills to desktop challenges, including software/hardware enhancements and infrastructure upgrades.
• Adapt to a fast-paced environment, making quick, sound decisions.
• Collaborate effectively with team members.

What you will bring:

• An active DoD Secret Clearance.
• Valid DoD 8570 IAT Level II or IAM II certification.
• An associate degree in relevant fields or applicable training/certification, with experience possibly substituting for education.
• Excellent communication skills and a positive customer service attitude.
• Ability to multi-task in a dynamic environment.

How you will wow us:

Experience working at the Pentagon.
Knowledge of Air Force, Pentagon, and/or AFNCR.

JCS Solutions LLC is a premier technology firm specializing in enterprise capabilities including cloud, cybersecurity, digital modernization, and more. We are committed to a culture of collaboration, inclusiveness, and innovation.

We are a certified Great Place to Work and recognized as a Top Place to Work for 2024.

Our core values include:

• Customer Experience: Strive for excellence and client satisfaction.
• Innovation: Embrace creative thinking for growth and solutions.
• Accountability: Take ownership and pride in our work.
• Inspire: Be your best and have fun.
• Integrity: Do the right thing, every time.
• Stewardship: Manage entrusted resources carefully.

Commitment to Non-Discrimination: All qualified applicants will receive consideration without regard to protected statuses.

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