Service Desk Technician Mid Level

JCS Solutions LLC; Maryland; On-site; USD 45,000 - 65,000; Full time

Job summary

JCS Solutions is seeking a Service Desk Technician to support their Cyber Support Center team at Joint Base Andrews. This role involves providing exceptional customer service, managing technical issues, and being part of a collaborative and innovative work culture within a high-performing team.

Benefits

Health, dental, and vision insurance

401k retirement plan with employer match

Professional Development Reimbursement Program

Qualifications

• An active DoD Secret Clearance is required.
• Minimum of five years' experience with at least three years of specialized experience.
• Knowledge of PC operating systems and work on a help desk.

Responsibilities

• Provide customer support via phone, email, and web.
• Troubleshoot hardware/software PC and printer problems.
• Utilize a ticketing system to log and manage user issues.

Skills

Customer Service

Problem Solving

Technical Support

Communication

Education

Associate degree in computer science/system

DoD 8570 IAT Level II or IAM II certification

Tools

Remedy

Service Now

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 exceptional customer service through multiple channels (phone, email, and web), ensuring prompt and professional responses to user inquiries
• Provides phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications developed under this contract or predecessors
• Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems
• Greet customers, assess the nature of their issue, and resolve Level 1 problems whenever possible
• Utilize a ticketing system (Remedy, Service Now) to log and manage user issues, ensuring accurate and timely updates
• Analyze and troubleshoot technical problems, identifying the root cause and categorizing issues by type (e.g., hardware, software, applications, telecommunications, desktops, mobile devices, printers)
• Collaborate with internal teams to determine the best course of action for resolving issues, including equipment replacement under warranty
• Continuously update assigned tickets, coordinate with relevant teams, and communicate status updates to users and stakeholders
• Verify problem resolution prior to closing tickets, ensuring that issues are fully resolved, and users are satisfied
• Escalate complex issues to higher-level support teams when necessary, ensuring seamless handoff and minimal disruption to users
• Work towards incident response and resolution targets within an Information Technology Service Management (ITSM) environment with Service Level Agreement (SLAs)
• Apply logical thinking and problem-solving skills to common end-user desktop challenges, such as software and hardware enhancements, application deployments and infrastructure upgrades
• Comfortable in a fast-paced environment
• Technically strong and able to make quick, sound decisions
• Excellent communication and collaboration skills are a must
  
  

What you will bring:

• An active DoD Secret Clearance
• Valid DoD 8570 IAT Level II or IAM II certification
• An associate degree in computer science/systems, information systems/technology, engineering/engineering technology, software engineering/programming, management, natural sciences, social sciences, mathematics, or business/finance or an applicable training certificate from an accredited training institution
• Education and experience requirements may be substituted with:
• A bachelor’s degree (in subjects described above) and four years general experience of which at least two years must be specialized experience
• No degree and eight years general experience of which at least six years is specialized experience
• This position requires a minimum of five years’ experience, of which at least three years must be specialized
• Specialized experience includes knowledge of PC operating systems, e.g., DOS, Windows, as well as networking and mail standards and work on a help desk. General experience includes information systems development and other work in the client/server field, or related fields. Demonstrated ability to communicate orally and in writing and a positive customer service attitude
• Strong communication skills and ability to multi-task in a fast-paced environment
  
  

How you will wow us:

• Experienced working at the Pentagon
• Knowledge of Air Force, Pentagon, and/or AFNCR
  
  

JCS Solutions LLC (JCS) is a premier technology firm specializing in enterprise-wide capabilities including cloud and infrastructure solutions, cyber security, digital modernization, next generation technologies enablement, software solutions, and mission support services dedicated to providing the highest quality of services and solutions. JCS delivers expert management consulting and information technology (IT) solutions to federal agencies.

We are a learning organization that promotes a work culture of collaboration, inclusiveness, inspiration and innovation.

JCS has been certified as a Great Place to Work four years in a row and wasawarded as Washington Post’s Top Places to Work for 2024.

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:Careful management of something entrusted to us
  
  

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local laws.

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