Desktop Support Technician

Job Summary

JCS Solutions is seeking a Desktop Support Technician I. The Desktop Support Technician I is responsible for being the face of the organization and providing world‑class customer service to all personnel seeking assistance. This position installs, configures, troubleshoots, and repairs hardware, software, and network‑connected devices while providing onsite, remote, and walk‑up support. The Desktop Support Technician I assists customers with technical issues, deploys and receives IT assets, and ensures service requests are resolved efficiently in accordance with established service standards.

• 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)
  • 401(k) retirement plan with employer match
  • Annual Professional Development Reimbursement Program
  • And more!

• Provide onsite analysis, diagnosis, and resolution of hardware and software issues for end users, recommending and implementing effective solutions.
• Install, configure, test, maintain, monitor, and troubleshoot desktops, laptops, printers, and peripheral devices to meet established service level agreements (SLAs).
• Create and maintain a central repository of technical advice, solutions, and support documentation related to network systems, software applications, data processing support, hardware exchanges, and repair services.
• Utilize Remedy or similar IT Service Management (ITSM) tools to enter, document, track, coordinate, route, resolve, and close user support tickets.
• Assist with reporting network performance metrics using the Remedy Action Reporting System.
• Support over 1,800 mobile devices within the Pentagon, ensuring seamless support and service delivery.
• Assist with the migration, configuration, and distribution of mobile devices as part of the organization’s transition to Microsoft Intune Mobile Device Management (MDM).
• Analyze technical data and user‑reported issues to troubleshoot and resolve hardware and software problems on iOS and Android platforms.
• Coordinate with Air Force National Capital Region (AFNCR) offices to address billing inquiries, manage device life cycles, and support evolving mobile device requirements.
• 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 when necessary.
• 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.
• Support asset deployment, receipt, tracking, and accountability processes.
• Work collaboratively with government personnel, stakeholders, and customers to ensure successful delivery of IT support services.

• 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.

• 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…