Desktop Support Technician
Role details
Job location
Tech stack
Job description
JCS Solutions is seeking a The Desktop Support Technician I is responsible for being the face of the organization and providing world-class customer service to all personnel seeking assistance. This position installs, configures, troubleshoots, and repairs hardware, software, and network-connected devices while providing onsite, remote, and walk-up support. The Desktop Support Technician I assists customers with technical issues, deploys and receives IT assets, and ensures service requests are resolved efficiently in accordance with established service standards., * Provide onsite analysis, diagnosis, and resolution of hardware and software issues for end users, recommending and implementing effective solutions.
- Install, configure, test, maintain, monitor, and troubleshoot desktops, laptops, printers, and peripheral devices to meet established service level agreements (SLAs).
- Create and maintain a central repository of technical advice, solutions, and support documentation related to network systems, software applications, data processing support, hardware exchanges, and repair services.
- Utilize Remedy or similar IT Service Management (ITSM) tools to enter, document, track, coordinate, route, resolve, and close user support tickets.
- Assist with reporting network performance metrics using the Remedy Action Reporting System.
- Support over 1,800 mobile devices within the Pentagon, ensuring seamless support and service delivery.
- Assist with the migration, configuration, and distribution of mobile devices as part of the organization's transition to Microsoft Intune Mobile Device Management (MDM).
- Analyze technical data and user-reported issues to troubleshoot and resolve hardware and software problems on iOS and Android platforms.
- Coordinate with Air Force National Capital Region (AFNCR) offices to address billing inquiries, manage device lifecycles, and support evolving mobile device requirements.
- Manage, update, and troubleshoot end-user software applications, including Microsoft Office, VPN clients, security tools, and custom business applications.
- Serve as a point of contact for incoming support requests via phone, email, instant messaging, voicemail, and walk-up support.
- Coordinate with third-party vendors and OEM support teams for escalated hardware and software issues when necessary.
- Diagnose and resolve issues related to Common Access Cards (CAC), CAC readers, and Public Key Infrastructure (PKI) certificates.
- Utilize Active Directory for account creation, password resets, group membership updates, and access rights management.
- Support desktop imaging, deployment, and replacement of user devices across the enterprise.
- Assist with software license compliance efforts and work with software license management personnel to prevent unlicensed software installations.
- Provide secure and non-secure mobile device support in coordination with mobility services personnel.
- Support asset deployment, receipt, tracking, and accountability processes.
- Work collaboratively with government personnel, stakeholders, and customers to ensure successful delivery of IT support services.
Requirements
- Associate degree in Computer Science, Information Systems, Information Technology, Engineering, Software Engineering, Mathematics, Business, or a related field; or
- Applicable technical training certificate from an accredited training institution; or
- Two (2) years of applicable experience may be substituted for the degree requirement., * Minimum of two (2) years of IT support experience, including at least one (1) year of specialized desktop support experience.
- Experience supporting Microsoft Windows operating systems and Microsoft Office applications.
- Hands-on experience with ServiceNow, Remedy, or similar ITSM platforms.
- Proven experience delivering customer-facing support in a professional, fast-paced environment.
- Working knowledge of Layer 1 networking components, including CAT5/CAT6 cabling, single-mode and multi-mode fiber, serial connections, and SFP modules.
- Familiarity with mobile device provisioning and management, including iPhones and iPads.
- Experience troubleshooting and supporting CAC authentication, DoD-approved VPN clients, and DoD network environments.
- Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Ability to work independently and collaboratively within a team environment.
- Willingness to support occasional after-hours work and participate in an on-call rotation, as needed.
Certifications & Clearance
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Active DoD Secret Security Clearance.
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Current CompTIA Security+ certification (DoD 8570 IAT Level II compliant).
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Strong verbal and written communication skills.
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Comfortable discussing technical information with users and support personnel.
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Ability to quickly learn new systems, technologies, and IT concepts.
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Strong problem-solving and decision-making skills.
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Ability to work autonomously while contributing as an integral member of a team.
Benefits & conditions
- 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!, Our employees embody our core values, and we are looking for others who do too!
- Strive for excellence and delight our clients
- Embrace creative thinking to enable continual growth and powerful solutions
- Take ownership of and pride in our actions and service delivery
- Be inspired to be your best self and have fun in the process
- Do the right thing, the right way, every time!
- The careful and responsible management of something entrusted to our care.
At JCS Solutions, compensation is based on a number of factors such as location, qualifications, and applicable contract terms. The general salary range for this position is as follows: $55,000.00 - $71,000.00
All qualified applicants will receive consideration for employment without regard to any protected status protected by applicable federal, state, or local laws.