Desktop Support Technician

Job Summary

JCS Solutions is seeking a Desktop Support Technician. The Desktop Support Technician I provides world-class customer service to all personnel seeking assistance with hardware, software, and network-connected devices. Responsibilities include onsite, remote, and walk-up support, installation, configuration, troubleshooting, and repair.

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 including health, dental, and vision insurance, life insurance, short-and-long term disability, paid time off (PTO), 401(k) retirement plan with employer match, and annual professional development reimbursement program

What you will do:

• Provide onsite analysis, diagnosis, and resolution of hardware and software issues for end users
• Install, configure, test, maintain, monitor, and troubleshoot desktops, laptops, printers, and peripheral devices
• Create and maintain a central repository of technical advice, solutions, and support documentation
• Utilize IT Service Management (ITSM) tools to enter, document, track, coordinate, route, resolve, and close user support tickets
• Support over 1,800 mobile devices within the Pentagon, ensuring seamless support and service delivery
• Assist with reporting network performance metrics using the Remedy Action Reporting System
• Coordinate with AFNCR offices to address billing inquiries, manage device lifecycles, and support evolving mobile device requirements
• Analyze technical data and user-reported issues to troubleshoot and resolve hardware and software problems on iOS and Android platforms
• 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
• 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
• Work collaboratively with government personnel, stakeholders, and customers to ensure successful delivery of IT support services

What you will bring:

• Education: 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
• 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

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.