Service Desk Technician

About the role

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.

Responsibilities

• 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.
• Cookordinate 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.
• Aid 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.

Requirements

• An Associate degree in Computer Science, Information Systems, Information Technology, Engineering, Engineering Technology, Software Engineering, Programming, Mathematics, Business, Finance, Natural Sciences, or Social Sciences.
• Or an applicable technical training certificate from an accredited training institution.
• Secret Clearance Required.

Qualifications

• 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.
• 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.

Skills

• Technical proficiency in computer hardware, software, and operating systems.
• Effective communication and interpersonal skills.
• Problem-solving and analytical skills.
• Customer service orientation.
• Attention to detail.
• Teamwork and collaboration.
• Learning and adaptability.

Benefits

• 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!

Pay

Compensation is commensurate with experience.

Schedule

Full-time position.