Walkup Help Desk Desktop Specialist

JCS Solutions is seeking an approachable, customer-focused IT professional to staff the Walk-Up Service Desk at Joint Base Anacostia-Bolling (JBAB). As the face of our IT support team, they will be the first point of contact for personnel requiring immediate, in-person technical assistance. The ideal candidate pairs a welcoming personality with strong foundational troubleshooting skills to ensure every customer receives prompt, effective, and professional support., * Serve as the primary, in-person IT ambassador for the Walk-Up Service Desk.

• Greet all walk-up customers promptly and professionally.
• Actively listen to users to understand and triage technical issues.
• Provide immediate in-person technical assistance and troubleshooting.
• Accurately capture user data, contact details, and technical symptoms within the BMC Remedy ticketing system.
• Open, update, track, and route trouble tickets through Remedy.
• Perform Tier 1 troubleshooting and issue resolution.
• Support password resets, account unlocks, and peripheral device troubleshooting.
• Minimize customer downtime through rapid issue resolution.
• Clearly document technical issues and resolutions.
• Communicate technical solutions in plain, non-technical language.
• Maintain a professional demeanor while supporting frustrated users in a fast-paced environment.

• Active Secret clearance or ability to maintain an active Secret clearance.
• CompTIA Security+ certification.
• Experience providing customer-facing technical support.
• Experience performing Tier 1 troubleshooting and issue resolution.
• Strong written and verbal communication skills.
• Experience documenting and managing incidents through a ticketing system.
• Ability to communicate technical concepts to non-technical users.
• Highly patient, adaptable, and customer-service oriented.
• Ability to thrive in a dynamic, face-to-face support environment., This position requires U.S. citizenship due to contractual, regulatory, or security requirements. Are you a U.S. citizen?* Please indicate the highest DoD security clearance you currently hold:* Do you currently hold an active CompTIA Security+ certification?* If yes, please attached your CompTIA Security+ certification This position requires full-time onsite support at Joint Base Anacostia-Bolling (JBAB). Would you be comfortable working onsite full-time in this location?* Do you have experience providing customer-facing help desk, desktop support, or technical support services?* Do you have experience using a ticketing system such as BMC Remedy, ServiceNow, or a similar platform?* Do you have experience performing Tier 1 troubleshooting, including password resets, account unlocks, and peripheral device support?* Do you have experience performing Tier 1 troubleshooting, including password resets, account unlocks, and peripheral device support?* Describe your experience providing in-person customer support in a Help Desk or Desktop Support environment.* Describe your experience using BMC Remedy or other IT Service Management (ITSM) ticketing systems.* Describe a time when you had to explain a technical issue or solution to a non-technical user.* Describe how you manage multiple walk-up customers or competing priorities while maintaining excellent customer service.* Describe a technical issue you successfully resolved for a customer and the steps you took to resolve it.*

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!, Invitation for Job Applicants to Self-Identify as a U.S. Veteran
• A “disabled veteran” is one of the following:
• a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
• a person who was discharged or released from active duty because of a service-connected disability.
• A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran’s discharge or release from active duty in the U.S. military, ground, naval, or air service.
• An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
• An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

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 is both a Great Place to Work and a Top Places to Work certified company.

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.

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: $48,000.00 - $68,000.00

Please Note: Employment is contingent upon successfully passing a pre-employment drug screening and any other required background checks, consistent with applicable law.

Commitment to Non-Discrimination All qualified applicants will receive consideration for employment without regard to any protected status protected by applicable federal, state, or local laws.

NOTICE: Please be aware that all JCS Solutions communications related to job interviews and offers from our recruiting team will only come from @JCSSolutions.com. We want to emphasize that we do not conduct any interviews over Discord, Slack, Skype, Zoom, or any chat app.