Tier 1 Helpdesk

Intermediate Service Desk Analyst

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

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
• 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

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 Washington Post's 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.

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.