Service Desk Technician

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 a positive customer experience through effective communication and follow-up.

• 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!

• 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, when necessary, escalated 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.

• 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.

Compensation range: $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.