Helpdesk Analyst / Family Assistance Representative

JCS Solutions LLC is seeking a Helpdesk Analyst to support the Arlington National Cemetery Customer Service Center in Springfield, VA (onsite). This role is a key first stop for families and other stakeholders, combining customer service with careful documentation, accurate information, and compassionate communication. You will help ensure inquiries are handled professionally, privacy is protected, and cases move toward timely resolution.

Responsibilities

• Act as the primary point of contact for family members, veterans, military personnel, funeral homes, government agencies, and the general public.
• Respond to inquiries via telephone, email, fax, and other communication channels with professionalism, courtesy, and speed.
• Manage sensitive and emotional conversations using empathy, patience, and professionalism.
• Research questions and apply established procedures and knowledge resources to provide accurate guidance.
• Document all customer interactions, case notes, and supporting documentation in the case management system.
• Maintain and update customer records as new information is received.
• Escalate inquiries to appropriate government officials or subject matter experts when required.
• Provide information on Arlington National Cemetery services, procedures, visitation, scheduling, eligibility, and related programs.
• Ensure compliance with privacy and sensitive information handling requirements.
• Support case tracking and follow-up activities to help drive timely resolution of customer inquiries.
• Work under the direction of the Team Lead and perform other duties as assigned.

Requirements

• U.S. Citizenship
• Secret Security Clearance
• Minimum 2 years of experience in customer service, contact center, hospitality, administrative support, family assistance, or a related field
• Excellent verbal and written communication skills
• Ability to work effectively with individuals experiencing grief, stress, or emotional situations
• Strong attention to detail and organizational skills
• Proficiency with Microsoft Office
• Ability to accurately document and maintain records
• Demonstrated ability to manage multiple tasks in a fast-paced environment
• High School Diploma or equivalent

Technologies

• Microsoft Office
• Microsoft Dynamics 365

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

Additional Information

• Location: Springfield, VA (onsite)
• Salary: USD 29,000 - 50,000 per year
• Clearance: Secret
• Education: High School Diploma or equivalent

How You Will Stand Out

• Previous experience supporting military personnel, veterans, or military families
• Experience in a customer contact center, call center, or public service environment
• Experience using Microsoft Dynamics 365 or other case management systems
• Familiarity with Department of Defense or federal government operations
• Associate's or Bachelor's degree
• Bilingual communication skills

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.

Notice

All JCS Solutions communications related to job interviews and offers from the recruiting team will only come from @JCSSolutions.com. JCS Solutions does not conduct interviews over Discord, Slack, Skype, Zoom, or any chat app.