Ticket Manager & Help Desk Attendant chez JSL Technologies Incorporated

Description

Ticket Manager & Help Desk Attendant

China Lake, CA

 About Us:

JSL Technologies, Inc. is a successful, growing company looking for first-rate professionals to join us in supporting the Department of Defense on cutting-edge technologies, advanced weapon systems, and innovative solutions to complex problems. We attract the best subject matter experts in Engineering, Logistics, Administrative Support, and Program Management to deliver top-notch services. Join the JSL team and earn a competitive salary, great benefits, and a rewarding career where you can make a difference. We are a Veteran-Owned company that proudly fosters an inclusive environment of diverse, ethical, committed, and highly accomplished professionals who respect each other, hold themselves accountable, and continually strive for improvemen 

JSL is seeking a motivated and customer-focused Ticket Manager & Help Desk Attendant to provide subcontract support to Saalex Solutions under the TARIF Integrated Product Team (IPT) contract.

This dual-role position provides frontline IT/help desk support while managing the full lifecycle of tickets to ensure accurate documentation, accountability, and user satisfaction. The successful candidate will directly support the System Support Activity (SSA) that sustains the Tactical Combat Training System (TCTS) in support of the fleet.

This role is critical in tracking and reporting on SLA compliance, monitoring the flow of SSA tickets and JDRS deficiency reports, and ensuring that issues with TCTS sub-component computers, software, and documentation are accurately logged, escalated, and recorded for long-term lifecycle management.

The ideal candidate will be:

• Comfortable operating in challenging, high-demand environments.
• Teamwork-focused, contributing to a culture of collaboration and accountability.
• Eager to take on difficult tasks for the first time, demonstrating initiative, adaptability, and perseverance.

By doing so, the position directly supports TARIF’s Integrated Product Support (IPS) strategy, specifically in the areas of:

• Product Support Management: Coordinating ticket tracking and sustainment reporting.
• Technical Data: Ensuring documentation fixes and updates are captured and accurate.
• Sustaining Engineering: Feeding system deficiencies and corrective actions back into lifecycle planning for continuous fleet readiness.

Requirements

Responsibilities:

• Serve as the first point of contact for SSA and TCTS-related support issues via phone, email, and ticketing system.
• Log, categorize, and prioritize service requests and incidents in Jira Service Desk and IBM Maximo.
• Track tickets through their full lifecycle, ensuring timely updates, accurate documentation, and proper closure.
• Monitor and track SLA compliance (e.g., response and resolution times) for all tickets; identify and escalate when SLA thresholds are at risk of being missed.
• Support JDRS deficiency reporting, ensuring issues are captured, tracked, and fed back into sustainment and engineering reviews.
• Assist SSA and TARIF engineers in identifying trends across tickets and deficiencies, supporting root cause analysis and long-term fixes.
• Coordinate with OEMs, Saalex personnel, range operators, and governmental agencies to verify issue resolution and maintain ticket accuracy.
• Track IT and system assets through Maximo and maintain documentation for issued/returned equipment.
• Identify documentation discrepancies and support updates to technical manuals, SOPs, and user guides.
• Generate weekly and monthly reports on ticketing metrics, SLA compliance, and JDRS activity.
• Brief TARIF IPT leadership and SSA during weekly meetings, providing updates on SLA performance, ticket trends, and open/closed deficiencies.
• Uphold a professional, friendly, and helpful demeanor at all times to reinforce TARIF’s customer-first and fleet-first culture.

Qualifications:

• Associate’s degree in IT, Computer Science, or related field (or equivalent hands-on experience).
• 1–3 years of experience in IT support, help desk, or ticket management.
• Direct experience with Jira and IBM Maximo is required.
• Familiarity with JDRS (Joint Deficiency Reporting System) is required.
• Experience in tracking SLA compliance and preparing reports for leadership review.
• Working knowledge of Windows environments, Microsoft 365, and basic IT support practices.
• Experience servicing system sub-components, applying software fixes, and updating documentation.
• Must be comfortable working in challenging environments, adapting to evolving mission needs.
• Must be teamwork-oriented, supporting and relying on colleagues to achieve shared success.
• Must be eager to take on difficult or first-time tasks, showing initiative and determination.
• Excellent communication and interpersonal skills; ability to network and collaborate across organizations.
• Strong organizational, documentation, and multitasking abilities.

Preferred:

• CompTIA A+, Network+, or ITIL Foundations certification.
• Prior support experience with TCTS I/II systems or equivalent Navy training systems.
• Previous work in DoD, Navy, or government contracting environments.
• Familiarity with metrics-driven reporting and enterprise ITSM workflows.

Security Clearance:

Applicants may be required to have an active security clearance or the ability to obtain and maintain a US government security clearance as specified in the minimum qualifications. Selected candidates will be subject to a government security investigation and must meet eligibility requirements to obtain a DoD government-granted security clearance. Individuals will be subject to a background investigation to include but not be limited to, criminal history, employment and education verification, drug testing, and creditworthiness.

EEO:

JSL Technologies, Inc. is an equal opportunity employer. All applicants are considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed must be representative of the knowledge, skills, minimum education, training, licensure, experience, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Please contact [email protected] if you need accommodation for the application process.