Desktop Support Technician

Desktop Support Technician

Grow, innovate, and generate progress: Harness your expertise to solve challenges and celebrate success! 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.

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!

What you will do:

• 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.

What you will bring:

• 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.

Experience:

• 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:

• Active DoD Secret Security Clearance.
• Current CompTIA Security+ certification (DoD 8570 IAT Level II compliant).

How you will wow us:

• Strong verbal and written communication skills.
• Comfortable discussing technical information with users and support personnel.
• Ability to quickly learn new systems, technologies, and IT concepts.
• Strong problem-solving and decision-making skills.
• Ability to work autonomously while contributing as an integral member of a team.

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: $55,000.00 - $71,000.00 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.