Desktop Support Specialist

JCS Solutions LLC is hiring a Desktop Support Specialist to deliver customer-focused desktop support services. This onsite role is based in Bethesda, MD and centers on Windows-based troubleshooting, remote support, and incident management, with a requirement to obtain a Public Trust clearance.

Role Overview

You will diagnose and resolve hardware and software issues, support users through in-office and remote channels, and manage escalated cases using a ticketing workflow. The position also includes independent day-to-day operations and hands-on maintenance for end-user devices and equipment.

Responsibilities

• Identify, troubleshoot, and resolve hardware and software problems.
• Provide exceptional customer service in office and remotely using tools such as Bomgar, Cisco Jabber, Microsoft Teams, Zoom, and Windows Remote Control.
• Use Service Now to log, track, and document incidents to support problem resolution.
• Respond to escalated tickets, provide solutions for reported issues, and prioritize and manage the ticket queue.
• Work independently on day-to-day operations.
• Facilitate repairs and maintenance of laptops, desktops, printers, AV equipment, and other required equipment.
• Install, configure, and maintain Windows peripherals and end-user equipment such as phones and tablets.
• Support in-office walk-ups and remote assistance while maintaining quality customer service.
• Run diagnostic tests to isolate system problems, assist with troubleshooting, and resolve issues.

Requirements

• United States citizenship required.
• Ability to obtain a Public Trust clearance.
• Associates degree or equivalent experience.
• Minimum four (4) or more years of experience as an IT Desktop technician supporting a Windows desktop and laptop environment.
• Strong knowledge of Bomgar (or equivalent) for remote support.
• Ability to lift 30 pounds.
• Strong communication skills, oral and written.

Technologies

• Windows
• Bomgar
• Cisco Jabber
• Microsoft Teams
• Zoom
• Windows Remote Control
• Service Now (ServiceNow)
• Laptops, desktops, printers, AV equipment, phones, tablets

Compensation and Location

• Location: Bethesda, MD (onsite)
• Salary: USD 60,000 - 90,000 per year

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

Core Values

• Customer Experience: strive for excellence and delight clients
• Innovation: embrace creative thinking for continual growth and solutions
• Accountability: take ownership of actions and service delivery
• Inspire: be your best self and have fun in the process
• Integrity: do the right thing, the right way, every time
• Stewardship: careful and responsible management of what is entrusted to the team

Important Notice

Please note that all JCS Solutions communications related to job interviews and offers will come only from @JCSSolutions.com. JCS Solutions does not conduct interviews over Discord, Slack, Skype, Zoom, or any chat app.