Senior Tier 2 Helpdesk Specialist

JCS Solutions LLC•Fort Belvoir, VA

5d•$70,000 - $103,000•Onsite

About The Position

JCS Solutions is seeking a Senior Tier 2 Helpdesk Specialist to support large-scale migration and operations work on a high-profile Department of Defense contract. The I3TS program provides enterprise-wide IT support to DTRA's Information Management & Technology Directorate, which is consolidating and modernizing IT services and mission capabilities for internal and external mission partners in CONUS and OCONUS locations. The specialist will serve as a senior technical resource on the service desk, resolving complex issues on classified and unclassified systems hosted in the DTRA Data Center. The role includes installing, operating, maintaining, troubleshooting, and administering hosted data and applications, as well as helping defend systems against cyber threats. The position is located in Fort Belvoir, Virginia, and requires an active TS/SCI clearance and an active DoD 8140/8570 IAT Level II certification. The successful candidate will work in a fast-paced, collaborative, high-performing team and provide prompt, high-quality IT customer service to DTRA personnel. JCS Solutions describes itself as a technology firm serving defense, national security, and civilian sectors, with enterprise-wide offerings in cloud computing, software development, cybersecurity, digital modernization, and federal management consulting.

Requirements

Active DoD Top Secret clearance; the posting also identifies TS/SCI as the clearance for the position.
U.S. citizenship.
4 years of experience with IT ticketing systems.
1 year of experience with remote desktop takeover tools.
Proven record of meeting service level goals and targets.
Strong communication and collaboration skills, with the ability to multitask in a fast-paced environment.
An active DoD 8140 IAT Level II certification, such as Security+ CE, CySA+, CASP+ CE, CCNA-Security, CCNP Security, CCSP, CISA, CISSP (or Associate), CND, GCED, GCIH, GICSP, GSEC, or SSCP.
Bachelor's degree with 8+ years of relevant experience, or a master's degree with 6+ years of relevant experience. A doctorate in a technical field is acceptable.

Nice To Haves

Systems or network administration experience in Windows Server and/or Cisco environments.
Familiarity with automated call distribution (ACD) systems.
A process-based certification such as ITIL, HDI, COBIT, Lean Six Sigma, or Six Sigma.

Responsibilities

Install, operate, maintain, troubleshoot, and administer data and applications hosted in the DTRA Data Center on classified and unclassified systems, and help defend them against cyber threats.
Troubleshoot, resolve, or escalate assigned tickets at users' desks or remotely.
Identify root causes of complex problems and apply appropriate fixes or workarounds.
Link related events and incidents to support IT service management.
Communicate service problems and outages to customers and help resolve them.
Follow IT Service Management (ITSM) and ITIL processes to maintain service quality and resolve issues quickly.
Keep assigned tickets within the program's service level commitments (AQL/SLA).
Manage the ticket queue using Remedy and/or ServiceNow, and fully document tickets, requests, and work orders.
Write knowledge base articles or coordinate their development.
Set up equipment for new employees, including monitors, keyboards, mice, virtual desktops (VDI), laptops, phones, printers, and video teleconference (VTC) suites.
Confirm new employees' network connectivity and resolve remaining account issues so they can access required websites, applications, and services.
Provide DTRA personnel with prompt, high-quality customer service on IT issues.