Grow, innovate, and generate progress: Harness your expertise to solve challenges and celebrate success!
Job Summary:
JCS Solutions has a need for a SME Tier 2 Helpdesk Specialist to support large-scale migration and operations on a large, high-profile DOD contract. The I3TS program provides enterprise-wide IT support to enable DTRA’s Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to DTRA’s internal and external mission partners operating in CONUS and OCONUS locations. This position offers an excellent opportunity to be part of a high-performing team responsible for supporting a high-velocity collaborative environment, along with tremendous growth potential.
If you are interested in a challenge and a great working environment, apply today!
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:
The specific duties include but are not necessarily limited to the following:
- Provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems.
- Help to implement and oversee processes and improvements to support Customer Service Levels, as well as providing input to program leadership how to achieve efficiencies and improvement is service desk functions.
- Facilitates helpdesk tiers 1 & 2 staff in recognizing, identifying, isolating, and resolving problems with information systems products and services.
- Candidate must be knowledgeable in the utilization of ITIL Process Framework principles and possess a technical background working classified environment that includes experience in troubleshooting connectivity issues, hardware and software support, hands-on and remote support.
- Correlate events and incidents for management of Information Technology (IT) Services.
- Provide great and prompt customer service to DTRA personnel by assisting them with IT-related issues.
- Document and communicate degradation of services or outage issues information to customers and help with resolution.
- Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.
- Ensure tickets, change requests, and other metrics stay within the program’s AQL/SLA commitments.
- Utilize Remedy and/or ServiceNow for queue and work management.
- Ensure all tickets, requests, and work orders are properly documented.
- Create or coordinate the development of Knowledge Base Articles (KBA)
- Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds.
- Provide support for new employees setting up ADPE (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to the necessary websites, applications, or services.
- Excellent communication and collaboration skills are a must.
What you will bring:
- Active DoD Top Secret/SCI Clearance
- Must be a US Citizen
- Bachelors Degree with 12-15 years of relevant experience or a Masters Degree with 8-10+ years of experience. Additional experience will be considered in lieu of a degree.
- Information Assurance Technician (IAT) Level II
- Experience in IT customer service including two (4) years of IT ticketing system experience and one (1) year of experience in remote desk takeover tools and usage.
- Experience in utilization of Remedy and/or ServiceNow SLA reporting functionality.
- Experience with Automated Call Distribution systems for call center management and metrics collection.
- Experience meeting service level goals and targets.
- Experience briefing government customers and leadership on service desk metrics and performance.
- Strong communication skills and ability to multi-task in a fast-paced environment.
How you will wow us:
- Systems or network administration experience in Windows Server and/or Cisco environments.
- Familiarity with automated call distribution systems.
- Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,
JCS Solutions LLC (JCS) is a premier technology firm specializing in enterprise-wide capabilities including cloud and infrastructure solutions, cyber security, digital modernization, next generation technologies enablement, software solutions, and mission support services dedicated to providing the highest quality of services and solutions. JCS delivers expert management consulting and information technology (IT) solutions to federal agencies.We are a learning organization that promotes a work culture of collaboration, inclusiveness, inspiration and innovation.JCS has been certified as aGreat Place to Workfour years in a row and wasawarded as Washington Post’s
Top Places to Work for 2024 and 2025.
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: Careful management of something entrusted to us.
Commitment to Non-Discrimination
All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local laws.
