Service Desk Technician in Joint Base Andrews, Maryland at JCS Solutions LLC

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

Job Summary
JCS Solutions is seeking a Service Desk Technician to provide frontline technical support to users by phone, email, web-based tools, and in-person assistance. This entry-level role serves as the first point of contact for technology-related issues, troubleshooting hardware, software, applications, telecommunications, desktop systems, mobile devices, and printers. The analyst is responsible for resolving Level 1 issues, documenting and tracking incidents through a ticketing system, escalating complex problems when necessary, and ensuring positive customer experience through effective communication and follow-up.

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:

• Respond to user requests for technical assistance via phone, email, web, and in person.
• Provide professional customer service by greeting users, assessing issues, and delivering timely support.
• Troubleshoot and resolve Level 1 hardware, software, application, network, telecommunications, desktop, mobile device, and printer issues.
• Install, configure, modify, and support computer hardware and software.
• Load and configure operating systems, software environments, and business applications.
• Diagnose hardware, software, and user-related issues and recommend corrective actions or procedural improvements.
• Create, update, track, and close incidents within the ticket management system.
• Document troubleshooting activities, status updates, resolutions, and customer communications.
• Coordinate with other technical support teams and escalate incidents that require advanced support.
• Follow up with users to provide status updates and verify successful resolution before closing tickets.
• Assist in determining when equipment replacement is needed and coordinate warranty-related resolutions.
• Provide basic technical training and guidance to end users on systems, applications, and technology best practices.

What you will bring:

• An Associate degree in one of the following fields
  • Computer Science
  • Information Systems or Information Technology
  • Engineering or Engineering Technology
  • Software Engineering or Programming
  • Mathematics
  • Business or Finance
  • Natural Sciences
  • Social Sciences
• Or Applicable technical training certificate from an accredited training institution
• Secret Clearance Required
• Knowledge, Skills, and Abilities:
• Basic understanding of computer hardware, software, operating systems, and applications.
• Ability to troubleshoot and analyze technical issues using logical problem-solving skills.
  • Strong customer service orientation and commitment to user satisfaction.
  • Excellent verbal and written communication skills.
  • Ability to document technical issues clearly and accurately.
  • Strong organizational skills and attention to detail.
  • Ability to work independently and as part of a team.
  • Willingness to learn new technologies and support procedures.
  • Ability to provide technical guidance and training to users in a clear and professional manner.

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.