> Markdown version of [/jobs/ext/2071345-walkup-help-desk-desktop-specialist](https://www.wearedevelopers.com/jobs/ext/2071345-walkup-help-desk-desktop-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Walkup Help Desk Desktop Specialist - **Company:** JCS Solutions LLC - **Location:** Washington, DC, United States - **Salary:** $48,000.0 - $68,000.0 - **Contract:** Permanent contract - **Skills:** CompTIA Security+, Issue Tracking Systems, SC Clearance, Servicenow - **Published:** August 15, 2026 - **Apply:** http://jcssolutions.applytojob.com/apply/jobs/details/sBru1pJgEV ## About the Role * 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.* ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Checkmate: 5 Real Incidents That Can End a Software Company](https://www.wearedevelopers.com/videos/100126-checkmate-5-real-incidents-that-can-end-a-software-company) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [Robots are coming into the wild! 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