Tier 1 Helpdesk
About The Position
JCS Solutions LLC (JCS) is seeking an Intermediate Service Desk Analyst to support large-scale IT migration and operational activities on a high-visibility Department of Defense (DoD) contract. This position supports the I3TS program, which delivers enterprise-wide IT services enabling DTRA’s Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously enhance IT service delivery and mission capabilities for internal and external mission partners across CONUS and OCONUS locations. In this role, the successful candidate will provide comprehensive IT Service Desk support, including installation, operation, maintenance, troubleshooting, administration, and cybersecurity defense of data and applications hosted in the DTRA Data Center across both classified and unclassified environments.
Requirements
- Bachelor’s degree with 4+ years of relevant experience or Master’s degree with 2+ years of relevant experience
- Additional directly related experience may be considered in lieu of a degree
- Active DoD Secret clearance
- DoD 8570 IAT Level II certification (or current DoD IAT II–compliant certification)
- Demonstrated experience in IT customer service, including: At least two (2) years of experience using IT ticketing systems
- At least one (1) year of experience using remote desktop or remote takeover tools
- Proven ability to meet and maintain service level goals (SLAs) and performance targets
Nice To Haves
- Experience supporting and administering Microsoft Office 365 environments
- Familiarity with remote desktop and remote access tools
- Working knowledge of Windows Server environments and Cisco networking technologies
- Certification in a process‑based framework, such as: ITIL, HDI, COBIT, Lean Six Sigma, Six Sigma or equivalent service management or continuous improvement methodologies
Responsibilities
- Serve as the initial point of contact for IT-related incidents and service requests
- Provide phone, virtual, and walk-up support to end users
- Perform technical triage, troubleshooting, and issue resolution, escalating when required per established protocols
- Deliver prompt, courteous, and effective customer service to DTRA personnel
- Document and communicate service degradations, outages, and resolution status to customers
- Analyze, troubleshoot, and resolve incidents and service catalog (SC) tasks in accordance with Service Desk operating procedures
- Adhere to ITSM and ITIL best practices to ensure high-quality service delivery
- Ensure assigned incidents and requests remain within established AQL/SLA commitments
- Open, update, track, and resolve incidents and requests using ServiceNow
- Ensure all incidents and SC tasks are thoroughly and accurately documented
- Create, update, and/or coordinate the development of Knowledge Base Articles (KBAs)
- Troubleshoot complex technical issues, identify root causes, and implement effective fixes or workarounds
- Support onboarding of new employees by configuring and validating Government-Furnished Equipment (GFE), including: Monitors, keyboards, mice, VDI access and laptops, Phones, printers, and VTC suites, Network connectivity and account access to authorized systems, applications, and websites
Benefits
- JCS is both a Great Place to Work and a Washington Post’s Top Places to Work certified company.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
11-50 employees
