JCS Solutions LLC

Requirements Management Assistant

JBA, MD - Full Time

Grow, innovate, and generate progress: Harness your expertise to solve challenges and celebrate success! 

Job Summary:

JCS Solutions has a need for a Requirements Management Assistant to support the Air Force National Capital Region (AFNCR) IT Services (ITS) program at Joint Base Andrews (JBA), MD and Joint Base Anacostia-Bolling, DC. The successful candidate will assist the Government staff by responsibilities include using CRM programs and CRM tools, resolving escalated client issues, and ensuring customers are aware of new and existing company products. The position is 100% on-site at Joint Base Andrews (JBA). 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:
  • Manage and develop strong relationships with the customers – act as the mediator between company and client, facilitating two-way communication.
  • Oversee the customer experience and ensure their organization meets customers' expectations and goals.
  • Respond promptly and professionally to customer inquiries via phone, email, or other communication channels.
  • Provide accurate information regarding products, services, procedures, and policies.
  • Resolve customer complaints with empathy and efficiency; escalate complex or unresolved issues as appropriate.
  • Document all customer interactions in the organization's ticketing or CRM system.
  • Update and maintain customer records and account information.
  • Follow established communication procedures, service guidelines, and best practices.
  • Support quality assurance initiatives by meeting or exceeding performance and compliance standards.
  • Participate in training sessions and remain up to date on system updates, product changes, and company policies.
  • Triage and/or troubleshoot thru Level 2 analysis for incidents
  • Receive and act on requests for service via multiple mediums (phone and self-service)
  • Assist with administrative tasks and reporting activities as assigned.
  • Analyze and present data in written and oral manner
  • Work to achieve company and client goals simultaneously.
  • Maintain an ongoing level of engagement with key customers.
  • Utilize strategic and analytical methods when finding solutions to problems to ensure maximum client satisfaction.
  • Support and assist with quality assurance surveys to determine customer satisfaction and use the findings to improve on areas of complaint.
  • Support and assist corrective action requests and provide a timely, sustained resolution through root cause analysis and preventive measures.
  • Understand customer needs and develop plans to address them.
  • Resolve customer complaints quickly and efficiently.
  • Improve Customer/User Experience by gathering feedback and providing detailed reports to customers.
  • Excellent communication and collaboration skills are a must.

What you will bring:
  • U.S. Citizenship
  • Active Secret Security Clearance.
  • Bachelor’s degree and 2-4+ years of prior relevant experience or Masters with 2+ years of prior relevant experience, additional years of applicable experience will be accepted in lieu of a degree.
  • Requires a Bachelor’s degree and 8 years of related experience or a Masters and 6 years of applicable experience, additional years of experience will be accepted in lieu of a degree.
  • An active IAT Level II Cert, i.e. SEC+
  • 8140 Computing Environment Certification...Must obtain Windows 11 Tutorial within 7 calendar days of start date.
  • Must be able to be on site every day.
  • Excellent direct customer-facing customer service skills
  • Excellent verbal and written communications
  • Excellent phone skills
  • Ability to multi-task and function in a fast-paced environment
  • General understanding of DHCP concept
  • General understanding ActiveClient
  • General understanding of PKI relative to Common Access Card
  • Demonstrated conflict management skills
  • Ability to work with little to no supervision
  • Microsoft Office 365 Application Suite
  • Windows 10/11 Configuration, MCP, MCDST, or MCTS cert is a PLUS
  • Desktop computing support experience
  • Excellent interpersonal and communication skills.
  • Experience working with federal customers.
  • Prior experience working within an Air Force or other military organization is a must.

How you will wow us:
  • General understanding of SCCM/MECM/InTune and role in software management
  • Knowledge of local user profile support
  • Knowledge of Microsoft computer imaging methods
  • Mobile Device (e.g. Iphone) support a PLUS ref integration with Office 365 applications
  • Active Directory (account administration, group memberships, etc.)
  • Experience working in the AFNCR.

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 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.
 
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