Tier 2 Helpdesk Specialist

Grow, innovate, and generate progress: Harness your expertise to solve challenges and celebrate success!JCS Solutions LLC is seeking a Sr. Tier 2 Helpdesk Specialist to support large-scale migration and operations on a large, high-profile DOD contract in Fort Belvoir, VA. The I3TS program provides enterprise-wide IT support to enable DTRA’s Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to DTRA’s internal and external mission partners operating in CONUS and OCONUS locations.Job SummaryIn 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 DTRA Data Center on both the classified and unclassified systems.Clearance: Must currently hold an active DOD TS/SCI clearanceWhat you will do:Troubleshoot, resolve, and/or escalate technical issues based on ticket assignments deskside or remotely, as necessaryCorrelate events and incidents for management of Information Technology (IT) ServicesProvide great and prompt customer service to DTRA personnel by assisting them with IT-related issuesDocument and communicate degradation of services or outage issues information to customers and help with resolutionFollow ITSM and ITIL processes to ensure quality of services and prompt resolutionEnsure your assigned tickets stay within the program’s AQL/SLA commitmentsUtilize Remedy and/or Service Now for queue and work managementEnsure all tickets, requests, and work orders are properly documentedCreate or coordinate the development of Knowledge Base Articles (KBA)Troubleshoot complex problems and able to derive root causes and apply correct fixes or workaroundsProvide 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 servicesWhat you will bring:Bachelor’s Degree with 8+ years of relevant experience or a master’s degree with 6-10 years of experience. Additional experience will be considered in lieu of a degreeActive DOD TS/SCI clearanceCurrent 8140 (Previously 8570), IAT Level II (SEC+ or equivalent) prior to your start date with Leidos, as well as ability to maintain certification for duration of assignment to the DTRA I3TS contractExperience 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 usageExperience meeting service level goals and targetsHow you will wow us:Systems or network administration experience in Windows Server and/or Cisco environmentsFamiliarity with automated call distribution systemsCertification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etcJCS 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 clientsInnovation: Embrace creative thinking to enable continual growth and powerful solutionsAccountability: Take ownership of and pride in our actions and service deliveryInspire: Be inspired to be your best self and have fun in the processIntegrity: Do the right thing, the right way, every time!Stewardship: The careful and responsible management of something entrusted to our careCommitment to non-discrimination: All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local laws.Powered by JazzHRG3PanegEp5