Walkup Help Desk Desktop Specialist

JCS Solutions LLC•Washington, DC

2d•$48,000 - $68,000•Onsite

About The Position

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.

Requirements

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.

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 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.