Service Desk Technician Jr

JBA, MD
Full Time
Entry Level
Grow, innovate, and generate progress: Harness your expertise to solve challenges and celebrate success! 

Job Summary:

JCS Solutions has a need for a Junior Service Desk Technician to join our growing Cyber Support Center (CySC) team at Joint Base Andrews (JBA).  The position is 100% on-site.  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 exceptional customer service through multiple channels (phone, email, and web), ensuring prompt and professional responses to user inquiries.
  • Ascertain the nature of the call, resolve issues where possible, and escalate to the appropriate work group, when necessary.
  • Provide phone, email, web-support, and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications developed under this contract or predecessors.
  • Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems.
  • Troubleshoot problems being reported to determine the general issue, e.g. hardware, software, applications, telecommunications, desktops, mobile devices, printers and provide detailed analysis of the problem
  • Greet customers, assess the nature of their issue, and resolve Level 1 problems whenever possible.
  • Assist with determining if equipment replacement is warranted and arrange appropriate resolution under warranty.
  • Utilize a ticketing system (Remedy, Service Now) to log and manage user issues, ensuring accurate and timely updates.
  • Update assigned tickets and continuously coordinate necessary work.
  • Document status updates and communicate to necessary parties, including providing follow-up to the user on the status of the problem until resolution, and verify problem resolution prior to closure of the ticket.
  • Verify problem resolution prior to closing tickets, ensuring that issues are fully resolved, and users are satisfied.
  • Escalate problems to next level support if the issue cannot be resolved at Level 1.
  • Work towards incident response and resolution targets within an Information Technology Service Management (ITSM) environment with Service Level Agreement (SLAs).
  • Provide excellent phone support and oral and written communication skills.
  • Expected to work to incident response and resolution targets in an Information Technology Service Management (ITSM) environment with Service Level Agreement (SLAs).
  • Apply logical thinking and problem-solving skills to common end-user desktop challenges, such as software and hardware enhancements, application deployments and infrastructure upgrades.
  • Comfortable in a fast-paced environment.
  • Technically strong and able to make quick, sound decisions. 
  • Excellent communication and collaboration skills are a must.

What you will bring:
  • US citizenship required.
  • An active DoD Secret Clearance
  • Requires a high school diploma or equivalent and 2+ years of prior relevant experience.
  • Valid DoD 8570 IAT Level II or IAM II certification.
  • Experienced working in a customer service or call center environment.
  • Someone who thrives in a team atmosphere and can keep their cool when the phone call volume surges.
  • Someone with a high-energy work ethic and available to work non-standard hours during peak times.
  • If you do not possess them already, work to gain industry certifications such as ITIL V4 or AWS Cloud Practitioner.
  • Strong communication skills and ability to multi-task in a fast-paced environment.

How you will wow us:
  • Experience working in a lab or professional environment.
  • Knowledge of Air Force, Pentagon, and/or 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.

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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