Veteran & Family Support Helpdesk Analyst

JCS Solutions LLC; Springfield (VA); On-site; USD 29,000 - 50,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Life insurance

Short- and long-term disability

Paid time off (PTO)

401k with employer match

Professional Development Reimbursement

Job summary

JCS Solutions LLC is seeking a Helpdesk Analyst to support the Arlington National Cemetery Customer Service Center in Springfield, VA. The role serves as the initial point of contact for families, veterans, and other inquiries. You will respond to inquiries via phone, email, and other channels, document case notes, maintain records, and escalate when required, all while upholding privacy standards.

A U.S. Citizen with a Secret Security Clearance and at least two years of related experience are

Qualifications

• Minimum two years of customer service, contact center, hospitality, administrative support, family assistance, or related experience.
• Excellent verbal and written communication skills.
• Ability to work with individuals experiencing grief, stress, or emotional situations.
• Strong attention to detail and organizational skills.
• Proficiency with Microsoft Office applications.
• Ability to document and maintain records.

Responsibilities

• Serve as the primary point of contact for family members, veterans, military personnel, funeral homes, government agencies, and the general public.
• Respond to inquiries via telephone, email, fax, and other channels in a professional, courteous, and timely manner.
• Handle sensitive conversations with empathy and professionalism.
• Research inquiries and use procedures and knowledge resources to provide accurate information.
• Document all customer interactions and case notes in the case management system.
• Maintain and update customer records as new information arrives.
• Escalate inquiries to appropriate government officials or subject matter experts when required.
• Provide information regarding Arlington National Cemetery services, procedures, visitation, scheduling, and eligibility.
• Ensure privacy and sensitive information handling compliance.
• Assist with case tracking and follow-up activities for timely resolution.
• Work under the direction of the Team Lead and perform other duties as assigned.

Skills

Customer service

Verbal communication

Written communication

Empathy

Attention to detail

Microsoft Office

Record keeping

Multitasking

Education

High School Diploma or equivalent

Tools

Microsoft Dynamics 365

Job description

JCS Solutions LLC is seeking a Helpdesk Analyst to support the Arlington National Cemetery Customer Service Center in Springfield, VA. The role serves as the initial point of contact for families, veterans, and other inquiries. You will respond to inquiries via phone, email, and other channels, document case notes, maintain records, and escalate when required, all while upholding privacy standards.

A U.S. Citizen with a Secret Security Clearance and at least two years of related experience are