Helpdesk Analyst

Springfield, VA
Full Time
Experienced
Grow, innovate, and generate progress: Harness your expertise to solve challenges and celebrate success! 

Job Summary
JCS Solutions LLC (JCS) is seeking a Helpdesk Analyst to join our service desk operations team as the initial customer service point of contact supporting the Department of Defense, within the National Capital Region (NCR). This role must provide efficient, high-quality, and compassionate assistance to members, former members, and families of the Armed Forces or their representatives and to the General Public. 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:
 
  • Answer or escalate inquiries for US Military families, DoD Personnel, and the general public in a timely and respectful manner. Inquiries may come in the form of inbound calls, emails, or faxes.
  • Ability to identify core issues and utilize the appropriate work procedures to address the issue.
  • Handle sensitive calls in a respectful and patient manner.
  • Document all interactions in an existing case management system.
  • Maintain and update records as communication and documents are re received.
  • Escalate inquiries to government officials as required.
  • Develop an understanding and maintain ongoing knowledge of Arlington National Cemetery.
  • Provide general information, directions, and other forms of assistance to the general public.
  • Works under direction of Team Lead.
  • Other tasks and responsibilities, as assigned.
  
What you will bring: 
  
  • Must be a U.S. Citizen.
  •  Must have an Active or Interim Secret clearance
  • 2 Years previous experience in Hospitality Industry or in Customer Service preferred
  • Excellent oral and written communication skills.
  • Basic computer skills (Microsoft Office).
  • Preferred:  CompTIA A+, CompTIA Security+, Microsoft Dynamics
  • Required:  Security Clearance: Active or Interim Secret
  
  
  
JCS Solutions (JCS) is a premier technology firm providing innovative solutions and high-quality services in defense, national security, and civilian sectors. JCS offers enterprise-wide solutions including cloud computing, software development, cybersecurity, digital modernization, and management consulting for the federal government. At JCS, we elevate our customers’ mission through the application of technology and professional services. Our commitment to investing in our workforce drives innovation and progress for our clients, employees, and communities.
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! 
  • Stewardship: The careful and responsible management of something entrusted to our care. 
  
  
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. If you require accommodation, please contact us at [email protected] or (703) 972-9115.  



 
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