Walkup Help Desk Desktop Specialist

JCS Solutions LLC; Washington (District of Columbia); On-site; USD 48,000 - 68,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Life insurance

Paid time off (PTO)

401k with employer match

Annual Professional Development Reimb.

Job summary

JCS Solutions LLC seeks an approachable, customer-focused IT professional to staff the Walk-Up Service Desk at Joint Base Anacostia-Bolling (JBAB). This role is the face of the IT support team, ensuring prompt, effective, in-person assistance and triage for personnel with technical issues.

Ideal candidates have an Active Secret clearance or ability to maintain one, CompTIA Security+ certification, and proven experience in Tier 1 troubleshooting and customer-facing support.

Qualifications

• Active Secret clearance or ability to maintain one.
• CompTIA Security+ certification.
• Experience providing customer-facing technical support.
• Experience performing Tier 1 troubleshooting and issue resolution.
• Strong written and verbal communication skills.
• Experience documenting and managing incidents through a ticketing system.
• Ability to communicate technical concepts to non-technical users.
• Highly patient, adaptable, and customer-service oriented.

Responsibilities

• Serve as the primary, in-person IT ambassador for the Walk-Up Service Desk.
• Greet all walk-up customers promptly and professionally.
• Actively listen to users to understand and triage technical issues.
• Provide immediate in-person technical assistance and troubleshooting.
• Accurately capture user data, contact details, and technical symptoms within the Remedy ticketing system.
• Open, update, track, and route trouble tickets through Remedy.
• Perform Tier 1 troubleshooting and issue resolution.
• Support password resets, account unlocks, and peripheral device troubleshooting.
• Minimize customer downtime through rapid issue resolution.
• Clearly document technical issues and resolutions.
• Communicate technical solutions in plain, non-technical language.
• Maintain a professional demeanor while supporting frustrated users in a fast-paced environment.

Skills

Secret clearance

CompTIA Security+

Customer support

Tier 1 troubleshooting

Communication skills

Ticketing documentation

Tools

BMC Remedy

Job description

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

Job Summary

JCS Solutions is seeking an approachable, customer-focused IT professional to staff the Walk-Up Service Desk at Joint Base Anacostia-Bolling (JBAB). As the face of our IT support team, they will be the first point of contact for personnel requiring immediate, in-person technical assistance. The ideal candidate pairs a welcoming personality with strong foundational troubleshooting skills to ensure every customer receives prompt, effective, and professional support.

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:

• Serve as the primary, in-person IT ambassador for the Walk-Up Service Desk.
• Greet all walk-up customers promptly and professionally.
• Actively listen to users to understand and triage technical issues.
• Provide immediate in-person technical assistance and troubleshooting.
• Accurately capture user data, contact details, and technical symptoms within the BMC Remedy ticketing system.
• Open, update, track, and route trouble tickets through Remedy.
• Perform Tier 1 troubleshooting and issue resolution.
• Support password resets, account unlocks, and peripheral device troubleshooting.
• Minimize customer downtime through rapid issue resolution.
• Clearly document technical issues and resolutions.
• Communicate technical solutions in plain, non-technical language.
• Maintain a professional demeanor while supporting frustrated users in a fast-paced environment.

What you will bring:

• Active Secret clearance or ability to maintain an active Secret clearance.
• CompTIA Security+ certification.
• Experience providing customer-facing technical support.
• Experience performing Tier 1 troubleshooting and issue resolution.
• Strong written and verbal communication skills.
• Experience documenting and managing incidents through a ticketing system.
• Ability to communicate technical concepts to non-technical users.
• Highly patient, adaptable, and customer-service oriented.
• Ability to thrive in a dynamic, face-to-face support environment.

JCS Solutions (JCS) 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: $48,000.00 - $68,000.00

Please Note: Employment is contingent upon successfully passing a pre-employment drug screening and any other required background checks, consistent with applicable law.

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 that we do not conduct any interviews over Discord, Slack, Skype, Zoom, or any chat app.