Helpdesk Analyst (Customer Support)

Grow, innovate, and generate progress: Harness your expertise to solve challenges and celebrate success!

Job Summary:

JCS Solutions LLC (JCS) is seeking a Helpdesk Analyst to join our service desk operations team as the initial customer service point of contact supporting the Department of Defense, within the National Capital Region (NCR). This role must provide efficient, high-quality, and compassionate assistance to members, former members, and families of the Armed Forces or their representatives and to the General Public. This position offers an excellent opportunity to be part of a high-performing team responsible for supporting a high-velocity collaborative environment, along with tremendous growth potential. If you are interested in a challenge and a great working environment, apply today!

What’s in it for you:

• 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!

What you will do:

• Answer or escalate inquiries for US Military families, DoD Personnel, and the general public in a timely and respectful manner. Inquiries may come in the form of inbound calls, emails, or faxes.
• Ability to identify core issues and utilize the appropriate work procedures to address the issue.
• Handle sensitive calls in a respectful and patient manner.
• Document all interactions in an existing case management system.
• Maintain and update records as communication and documents are re received.
• Escalate inquiries to government officials as required.
• Develop an understanding and maintain ongoing knowledge of Arlington National Cemetery.
• Provide general information, directions, and other forms of assistance to the general public.
• Works under direction of Team Lead.
• Other tasks and responsibilities, as assigned.

What you will bring:

• Must be a U.S. Citizen.
• Must have aa Active or Interim Secret clearance
• 2 Years previous experience in Hospitality Industry or in Customer Service preferred.
• Excellent oral and written communication skills.
• Basic computer skills (Microsoft Office).
• Required: Security Clearance: Active or Interim Secret

How you will wow us:

• Preferred: Microsoft Dynamics

JCS Solutions LLC (JCS) is a premier technology firm specializing in enterprise-wide capabilities including cloud and infrastructure solutions, cyber security, digital modernization, next generation technologies enablement, software solutions, and mission support services dedicated to providing the highest quality of services and solutions. JCS delivers expert management consulting and information technology (IT) solutions to federal agencies.

We are a learning organization that promotes a work culture of collaboration, inclusiveness, inspiration and innovation.

JCS has been certified as a Great Place to Work four years in a row and was awarded as Washington Post’s Top Places to Work for 2024 and 2025 .

Our employees embody our core values, and we are looking for others who do too!

• Customer Experience: Strive for excellence and delight our clients.
• Innovation: Embrace creative thinking to enable continual growth and powerful solutions.
• Accountability: Take ownership of and pride in our actions and service delivery.
• Inspire: Be inspired to be your best self and have fun in the process.
• Integrity: Do the right thing, the right way, every time!
• Stewardship: Careful management of something entrusted to us.

Commitment to Non-Discrimination
All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local laws.