The Role
Manage the full lifecycle of major IT incidents in a DoD environment. Lead triage, incident bridge calls, technical team coordination, service restoration, stakeholder communications, root cause analysis, and corrective actions. Provide end-user support for hardware, software, Windows applications, email, directory services, printers, and enterprise applications. Maintain incident documentation, analyze trends, support process improvements, and brief government leadership while working onsite on a swing shift.
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Job Summary
JCS Solutions is seeking an experienced Major Incident Response (MIR) Specialist to manage the full lifecycle of major incident management within a Department of Defense (DoD) environment. This role is responsible for identifying, coordinating, communicating, and driving the resolution of critical IT incidents that impact mission operations. The ideal candidate will possess strong technical troubleshooting skills, experience working in a fast-paced operational environment, and the ability to effectively coordinate with multiple technical teams while providing exceptional customer service and stakeholder communication.
What’s in it for you:
What you will do:
As a Major Incident Response Specialist, you will:
What you will bring:
An Associate's degree in Computer Science, Information Technology, Information Systems, Engineering, Software Engineering, Mathematics, Business, Finance, Natural Sciences, Social Sciences, or a related field from an accredited institution, or an applicable technical training certificate.
Education and experience substitutions may be considered:
How will you wow us:
JCS Solutions (JCS) is a premier technology firm providing innovative solutions and high-quality services in defense, national security, and civilian sectors. JCS offers enterprise-wide solutions including cloud computing, software development, cybersecurity, digital modernization, and management consulting for the federal government. At JCS, we elevate our customers’ mission through the application of technology and professional services. Our commitment to investing in our workforce drives innovation and progress for our clients, employees, and communities.
JCS is both a Great Place to Work and a Top Places to Work certified company.
Our employees embody our core values, and we are looking for others who do too!
Please Note: Employment is contingent upon successfully passing a pre-employment drug screening and any other required background checks, consistent with applicable law.
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.
Job Summary
JCS Solutions is seeking an experienced Major Incident Response (MIR) Specialist to manage the full lifecycle of major incident management within a Department of Defense (DoD) environment. This role is responsible for identifying, coordinating, communicating, and driving the resolution of critical IT incidents that impact mission operations. The ideal candidate will possess strong technical troubleshooting skills, experience working in a fast-paced operational environment, and the ability to effectively coordinate with multiple technical teams while providing exceptional customer service and stakeholder communication.
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:
As a Major Incident Response Specialist, you will:
- Monitor, identify, assess, and manage major IT incidents and operational events, leading incident response efforts to minimize service disruptions and restore services quickly.
- Serve as the primary point of contact for major incidents by performing initial triage, coordinating technical teams, facilitating incident bridge calls, and driving resolution activities through completion.
- Maintain situational awareness of service impacts and recovery efforts while providing timely communications, status updates, and reporting to stakeholders, including government leadership.
- Partner with technical and problem management teams to investigate incidents, perform root cause analysis, document findings, and implement corrective actions to prevent recurrence.
- Provide phone and in-person support for end users, troubleshooting and resolving hardware, software, workstation, printer, email, directory services, and Windows desktop application issues.
- Analyze incident trends, identify opportunities for service improvement, and contribute to operational resilience and process enhancement initiatives.
- Maintain accurate incident records, operational documentation, and reporting in accordance with established procedures and government requirements.
What you will bring:
- Active Secret Security Clearance.
- Minimum of two (2) years of experience supporting a Department of Defense (DoD) environment.
- Experience managing or supporting incident management processes in an enterprise IT environment.
- Experience providing phone and in-person technical support for email systems, directory services, Windows desktop applications, and enterprise business applications.
- Experience troubleshooting hardware, software, workstation, printer, and other end-user support issues.
- Strong understanding of network infrastructure, equipment, architecture, and capabilities.
- Knowledge of incident management, service restoration, escalation procedures, and operational support best practices.
- Strong analytical and troubleshooting skills with the ability to quickly diagnose and resolve
- Ability to work onsite during the assigned swing shift (Tuesday through Saturday, 2:00 PM to 10:30 PM).
- Ability to complete a required 30-day onsite training period (Monday through Friday, 7:00 AM to 3:30 PM) prior to transitioning to the assigned shift.
- Current CompTIA Security+ certification required.
- Must hold a valid CompTIA Security+ certification.
An Associate's degree in Computer Science, Information Technology, Information Systems, Engineering, Software Engineering, Mathematics, Business, Finance, Natural Sciences, Social Sciences, or a related field from an accredited institution, or an applicable technical training certificate.
Education and experience substitutions may be considered:
- Bachelor's degree in a related field plus four (4) years of general experience, including at least two (2) years of specialized experience; or
- Eight (8) years of general experience with at least six (6) years of specialized experience in lieu of a degree.
How will you wow us:
- Excellent written and verbal communication skills with the ability to brief leadership and communicate complex technical information to diverse audiences.
- Demonstrated ability to prioritize competing tasks and make sound decisions in a high-pressure operational environment.
- Strong customer service orientation and ability to collaborate effectively across multiple technical teams.
- Experience supporting enterprise IT operations in a mission-critical federal environment.
- Experience facilitating major incident bridge calls and coordinating cross-functional technical teams.
- Strong understanding of ITIL-based incident and problem management practices
- Proven ability to drive process improvements and operational excellence initiatives.
- A proactive, customer-focused approach with a strong sense of urgency and accountability.
JCS Solutions (JCS) is a premier technology firm providing innovative solutions and high-quality services in defense, national security, and civilian sectors. JCS offers enterprise-wide solutions including cloud computing, software development, cybersecurity, digital modernization, and management consulting for the federal government. At JCS, we elevate our customers’ mission through the application of technology and professional services. Our commitment to investing in our workforce drives innovation and progress for our clients, employees, and communities.
JCS is both a Great Place to Work and a Top Places to Work certified company.
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: The careful and responsible management of something entrusted to our care.
Please Note: Employment is contingent upon successfully passing a pre-employment drug screening and any other required background checks, consistent with applicable law.
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.
Skills Required
- Active Secret security clearance
- At least two years of experience supporting a Department of Defense environment
- Experience managing or supporting incident management processes in an enterprise IT environment
- Experience providing phone and in-person technical support for email systems, directory services, Windows desktop applications, and enterprise business applications
- Experience troubleshooting hardware, software, workstations, printers, and end-user support issues
- Strong understanding of network infrastructure, equipment, architecture, and capabilities
- Knowledge of incident management, service restoration, escalation procedures, and operational support best practices
- CompTIA Security+ certification
- Associate's degree in a specified or related field, or applicable technical training certificate
- Ability to work onsite Tuesday through Saturday from 2:00 PM to 10:30 PM
- Ability to complete a 30-day onsite training period Monday through Friday from 7:00 AM to 3:30 PM
- Strong written and verbal communication skills
- Experience facilitating major incident bridge calls and coordinating cross-functional technical teams
- Strong understanding of ITIL-based incident and problem management practices
- Experience supporting enterprise IT operations in a mission-critical federal environment
- Experience driving process improvements and operational excellence initiatives
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The Company
What We Do
JCS is a premier technology firm specializing in enterprise-wide capabilities, digital transformation, software solutions, and IT services. We hold contracts in support of federal, state, and local government organizations in addition to assisting industry leaders in the private sector. Vision: Elevate the customer, the employee, and the community Mission: Delivering superior, mission-focused technology solutions to empower our clients. Our Services: • IT Services & Solutions • Cyber Security • Advanced Data Analytics • Health IT • Professional Services • Digital Transformation • Partner Network and Technology Certifications JCS is an 8(a) Certified Small Business, Economically Disadvantaged Woman-Owned Small Business (EDWOSB), Minority-Owned Small Business (MOSB), and Small Disadvantaged Business (SDB) based out of the Washington D.C. Metropolitan area. JCS is ISO 9001:2015, ISO/IEC 20000-1: 2018, ISO/IEC 27000: 2013 certified and appraised at CMMI Level 3 for both Development and Services. JCS is a Microsoft Gold and ServiceNow Premium partner. We are also certified as a “Great Place to Work.”
