Tier 1 Helpdesk
JCS Solutions LLC, Fort Belvoir, VA, United States
Job Summary
JCS Solutions LLC (JCS) is seeking an
Intermediate Service Desk Analyst
to support large‑scale IT migration and operational activities on a high‑visibility Department of Defense (DoD) contract. This position supports the
I3TS program , which delivers enterprise‑wide IT services enabling DTRA’s Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously enhance IT service delivery and mission capabilities for internal and external mission partners across CONUS and OCONUS locations.
In this role, the successful candidate will provide comprehensive IT Service Desk support, including installation, operation, maintenance, troubleshooting, administration, and cybersecurity defense of data and applications hosted in the DTRA Data Center across both classified and unclassified environments.
What you will do
Serve as the initial point of contact for IT‑related incidents and service requests
Provide phone, virtual, and walk‑up support to end users
Perform technical triage, troubleshooting, and issue resolution, escalating when required per established protocols
Deliver prompt, courteous, and effective customer service to DTRA personnel
Document and communicate service degradations, outages, and resolution status to customers
Analyze, troubleshoot, and resolve incidents and service catalog (SC) tasks in accordance with Service Desk operating procedures
Adhere to
ITSM and ITIL best practices
to ensure high‑quality service delivery
Ensure assigned incidents and requests remain within established
AQL/SLA commitments
Open, update, track, and resolve incidents and requests using
ServiceNow
Ensure all incidents and SC tasks are thoroughly and accurately documented
Create, update, and/or coordinate the development of
Knowledge Base Articles (KBAs)
Troubleshoot complex technical issues, identify root causes, and implement effective fixes or workarounds
Support onboarding of new employees by configuring and validating
Government‑Furnished Equipment (GFE) , including:
Monitors, keyboards, mice
VDI access and laptops
Phones, printers, and VTC suites
Network connectivity and account access to authorized systems, applications, and websites
What you will bring
Bachelor’s degree with
4+ years
of relevant experience
or
Master’s degree with
2+ years
of relevant experience
Additional directly related experience may be considered in lieu of a degree
Active DoD Secret clearance
DoD 8570 IAT Level II certification
(or current DoD IAT II–compliant certification)
Demonstrated experience in
IT customer service , including:
At least two (2) years
of experience using IT ticketing systems
At least one (1) year
of experience using remote desktop or remote takeover tools
Proven ability to meet and maintain
service level goals (SLAs) and performance targets
How you will wow us
Experience supporting and administering
Microsoft Office 365
environments
Familiarity with
remote desktop and remote access tools
Working knowledge of
Windows Server
environments and
Cisco networking
technologies
Certification in a
process‑based framework , such as:
ITIL
HDI
COBIT
Lean Six Sigma
Six Sigma
or equivalent service management or continuous improvement methodologies
All qualified applicants will receive consideration for employment without regard to any protected status protected by applicable federal, state, or local laws.
#J-18808-Ljbffr
JCS Solutions LLC (JCS) is seeking an
Intermediate Service Desk Analyst
to support large‑scale IT migration and operational activities on a high‑visibility Department of Defense (DoD) contract. This position supports the
I3TS program , which delivers enterprise‑wide IT services enabling DTRA’s Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously enhance IT service delivery and mission capabilities for internal and external mission partners across CONUS and OCONUS locations.
In this role, the successful candidate will provide comprehensive IT Service Desk support, including installation, operation, maintenance, troubleshooting, administration, and cybersecurity defense of data and applications hosted in the DTRA Data Center across both classified and unclassified environments.
What you will do
Serve as the initial point of contact for IT‑related incidents and service requests
Provide phone, virtual, and walk‑up support to end users
Perform technical triage, troubleshooting, and issue resolution, escalating when required per established protocols
Deliver prompt, courteous, and effective customer service to DTRA personnel
Document and communicate service degradations, outages, and resolution status to customers
Analyze, troubleshoot, and resolve incidents and service catalog (SC) tasks in accordance with Service Desk operating procedures
Adhere to
ITSM and ITIL best practices
to ensure high‑quality service delivery
Ensure assigned incidents and requests remain within established
AQL/SLA commitments
Open, update, track, and resolve incidents and requests using
ServiceNow
Ensure all incidents and SC tasks are thoroughly and accurately documented
Create, update, and/or coordinate the development of
Knowledge Base Articles (KBAs)
Troubleshoot complex technical issues, identify root causes, and implement effective fixes or workarounds
Support onboarding of new employees by configuring and validating
Government‑Furnished Equipment (GFE) , including:
Monitors, keyboards, mice
VDI access and laptops
Phones, printers, and VTC suites
Network connectivity and account access to authorized systems, applications, and websites
What you will bring
Bachelor’s degree with
4+ years
of relevant experience
or
Master’s degree with
2+ years
of relevant experience
Additional directly related experience may be considered in lieu of a degree
Active DoD Secret clearance
DoD 8570 IAT Level II certification
(or current DoD IAT II–compliant certification)
Demonstrated experience in
IT customer service , including:
At least two (2) years
of experience using IT ticketing systems
At least one (1) year
of experience using remote desktop or remote takeover tools
Proven ability to meet and maintain
service level goals (SLAs) and performance targets
How you will wow us
Experience supporting and administering
Microsoft Office 365
environments
Familiarity with
remote desktop and remote access tools
Working knowledge of
Windows Server
environments and
Cisco networking
technologies
Certification in a
process‑based framework , such as:
ITIL
HDI
COBIT
Lean Six Sigma
Six Sigma
or equivalent service management or continuous improvement methodologies
All qualified applicants will receive consideration for employment without regard to any protected status protected by applicable federal, state, or local laws.
#J-18808-Ljbffr