Desktop User Support Lead - Hybrid

Besthesda, MD
Full Time
Experienced
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 a Great Place to Work four years in a row and was awarded as Washington Post’s Top Places to Work for 2024.

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!


Summary:

JCS Solutions LLC (JCS) is seeking a Desktop User Support Lead. The Desktop User Support Lead will provide tier II/III support and interact with customers, network services, software, and systems engineering to ensure seamless support and restores service and provide resolution. This role simulates or recreates user problems to troubleshoot and achieve issue or request resolution.

The Desktop User Support Lead works closely with asset management staff to oversee day-to-day inventory management including the development and enforcement of Standard Operating Procedures, and directly trains and supports desktop technicians to develop strong troubleshooting and technical skills across the team. Acts as an escalation point for challenging support cases and works directly with both team leadership and federal technical leads to ensure timely resolution of support requests. If you are interested in a challenge and a great working environment, apply today! 



What you will do:

Responsibilities:
The specific duties include but are not necessarily limited to the following:
 
  • Responsible for providing technical coaching, monitoring performance, managing, and mentoring of the desktop support team, ensuring duties are performed efficiently and effectively.
  • Train and provide support to staff on new technology implementations.
  • Cognizant of all relevant project schedules, risks, and tasks.
  • Create, document, and optimize Standard Operating Procedures.
  • Manage team schedules and shifts; lead stand-up meetings to prioritize team daily activities and perform routine quality reviews.
  • Responsible for customer relationship management, collaborating professionally to resolve any issues and help the customer achieve their desired outcomes.
  • Provide appropriate documentation in the ServiceNow ticketing system; track and monitor SLAs on incidents and tasks.
  • Gather accurate information from customers on reported as well as emerging issues; prioritize, manage, and communicate on customer escalations and incidents as needed.
  • In collaboration with designated quality managers, review and assess metrics related to team performance and efficiency; suggest improvements to processes and training resources, as necessary.

To be successful, you should have:

Desired Skills and Experience:
  • Prefer at least one of the following:
    • Microsoft
      • Microsoft 365 Certified: Modern Desktop Administrator Associate
      • Microsoft Certified IT Professional
    • CompTIA
      • A+ CE
      • Network+ CE
      • Security+ CE
  • ITILv4 Foundation or higher preferred
  • Three or more years of experience administering Active Directory
  • Three or more years of experience with Mobile Device Management (MDM) platforms like Ivanti, Microsoft InTune, Jamf, etc.
  • Familiarity with VOIP devices for hardware issuance and customer-facing upgrade efforts

Required Skills and Experience:
  • Must be a U.S. Citizen.
  • Ability to obtain a Public Trust
  • 5 years or more experience in end user or desktop support roles with increasing responsibilities
  • Associate’s degree in a technical field such as Computer Science, Information Systems, IT, or related field. A high school diploma or GED, coupled with an additional 4 years of relevant experience, may be substituted for an Associate’s degree.
  • Four or more years’ experience in the role of an IT desktop technician supporting a Windows desktop/laptop environment
  • Three or more years’ experience with hands-on experience supporting the following Windows operating systems (Windows 7, 10) and future upgrades
  • Three or more years’ experience using ServiceNow or equivalent platform
  • MacBook/iMac experience is a plus
  • Strong knowledge of Bomgar or equivalent tool for providing remote support
  • Ability to lift 30 pounds
  • Strong communication skills, both oral and written
  • Strong skills in the following key areas: strategic thinking, multi-tasking, time management, planning, and executing to a defined schedule


It is JCS’ policy to promote equal employment opportunities and celebrate diversity. All qualified applicants will receive consideration for employment without regard to sex, race, color, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.

 
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