Major Incident Response Technician

JCS Solutions LLC•Andrews AFB, MD

6d•$50,000 - $75,000•Onsite

About The Position

JCS Solutions is seeking an experienced Major Incident Response (MIR) Specialist to manage the full lifecycle of major incident management within a Department of Defense (DoD) environment. This role is responsible for identifying, coordinating, communicating, and driving the resolution of critical IT incidents that impact mission operations. The ideal candidate will possess strong technical troubleshooting skills, experience working in a fast-paced operational environment, and the ability to effectively coordinate with multiple technical teams while providing exceptional customer service and stakeholder communication.

Requirements

Active Secret Security Clearance.
Minimum of two (2) years of experience supporting a Department of Defense (DoD) environment.
Experience managing or supporting incident management processes in an enterprise IT environment.
Experience providing phone and in-person technical support for email systems, directory services, Windows desktop applications, and enterprise business applications.
Experience troubleshooting hardware, software, workstation, printer, and other end-user support issues.
Strong understanding of network infrastructure, equipment, architecture, and capabilities.
Knowledge of incident management, service restoration, escalation procedures, and operational support best practices.
Strong analytical and troubleshooting skills with the ability to quickly diagnose and resolve
Current CompTIA Security+ certification required.
Must hold a valid CompTIA Security+ certification.
An Associate's degree in Computer Science, Information Technology, Information Systems, Engineering, Software Engineering, Mathematics, Business, Finance, Natural Sciences, Social Sciences, or a related field from an accredited institution, or an applicable technical training certificate.
Bachelor's degree in a related field plus four (4) years of general experience, including at least two (2) years of specialized experience; or Eight (8) years of general experience with at least six (6) years of specialized experience in lieu of a degree.

Nice To Haves

Excellent written and verbal communication skills with the ability to brief leadership and communicate complex technical information to diverse audiences.
Demonstrated ability to prioritize competing tasks and make sound decisions in a high-pressure operational environment.
Strong customer service orientation and ability to collaborate effectively across multiple technical teams.
Experience supporting enterprise IT operations in a mission-critical federal environment.
Experience facilitating major incident bridge calls and coordinating cross-functional technical teams.
Strong understanding of ITIL-based incident and problem management practices
Proven ability to drive process improvements and operational excellence initiatives.
A proactive, customer-focused approach with a strong sense of urgency and accountability.

Responsibilities

Monitor, identify, assess, and manage major IT incidents and operational events, leading incident response efforts to minimize service disruptions and restore services quickly.
Serve as the primary point of contact for major incidents by performing initial triage, coordinating technical teams, facilitating incident bridge calls, and driving resolution activities through completion.
Maintain situational awareness of service impacts and recovery efforts while providing timely communications, status updates, and reporting to stakeholders, including government leadership.
Partner with technical and problem management teams to investigate incidents, perform root cause analysis, document findings, and implement corrective actions to prevent recurrence.
Provide phone and in-person support for end users, troubleshooting and resolving hardware, software, workstation, printer, email, directory services, and Windows desktop application issues.
Analyze incident trends, identify opportunities for service improvement, and contribute to operational resilience and process enhancement initiatives.
Maintain accurate incident records, operational documentation, and reporting in accordance with established procedures and government requirements.