Tier 2 Helpdesk Specialist
JCS Solutions LLCFort Belvoir, VA
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Overview
Schedule
Full-time
Career level
Senior-level
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Job Description
Grow, innovate, and generate progress: Harness your expertise to solve challenges and celebrate success!Job Summary: JCS Solutions LLC is seeking a Tier 2 Helpdesk Specialist to support large-scale migration and operations on a large, high-profile DOD contract. The program provides enterprise-wide IT support to enable the client’s Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to the client’s internal and external mission partners operating in CONUS and OCONUS locations.In this role, a successful candidate will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the client Data Center on both the classified and unclassified systems. 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!
- Troubleshoot, resolve, and/or escalate technical issues based on ticket assignments deskside or remotely, as necessary.
- Correlate events and incidents for management of Information Technology (IT) Services.
- Provide great and prompt customer service to DTRA personnel by assisting them with IT-related issues.
- Document and communicate degradation of services or outage issues information to customers and help with resolution.
- Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.
- Ensure your assigned tickets stay within the program’s AQL/SLA commitments.
- Utilize Remedy and/or Service Now for queue and work management.
- Ensure all tickets, requests, and work orders are properly documented.
- Create or coordinate the development of Knowledge Base Articles (KBA)
- Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds.
- Provide support for new employees setting up ADPE (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to the necessary websites, applications, or services.
- Bachelors degree with 8+ years of relevant experience or a Masters degree with 6-10 years of experience. Additional experience will be considered in lieu of a degree.
- Active DOD Top Secret clearance
- Information Assurance Technician (IAT) Level II
- Experience in IT customer service including two (4) years of IT ticketing system experience and one (1) year of experience in remote desk takeover tools and usage.
- Experience meeting service level goals and targets
- Systems or network administration experience in Windows Server and/or Cisco environments.
- Familiarity with automated call distribution systems.
- Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.
- 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.
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FAQs About Tier 2 Helpdesk Specialist Jobs at JCS Solutions LLC
What is the work location for this position at JCS Solutions LLC?
This job at JCS Solutions LLC is located in Fort Belvoir, VA, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at JCS Solutions LLC?
Employer has not shared pay details for this role.
What employment applies to this position at JCS Solutions LLC?
JCS Solutions LLC lists this role as a Full-time position.
What experience level is required for this role at JCS Solutions LLC?
JCS Solutions LLC is looking for a candidate with "Senior-level" experience level.
What is the process to apply for this position at JCS Solutions LLC?
You can apply for this role at JCS Solutions LLC either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.