IT Support Customer Service Technician (Entry-Level)

About J-Mack Technologies

At J-Mack Technologies, we build software solutions that make a real difference. We support one of the nation's largest government organizations in its mission to care for United States Veterans and their families. Our team develops the tools that help administer critical benefit programs—ensuring those who served are provided services quickly, securely, and with the dignity they deserve.

Our work spans cloud platforms, machine learning, and modern web technologies. When you join J-Mack, you're not just building software—you're helping Veterans access the benefits they've earned.

The Opportunity

J-Mack is seeking Customer Service Technicians who will respond to technical issues escalated by customers. This position will act as a liaison between operations, the client, and Engineering/Development. You are able to respond to end user request for assistance using existing manuals and scripted responses. Must be able to effectively interact with customers and be able to refer ongoing issues to the appropriate engineering support team.

Candidates filling these positions will need to be available for extended Core Hours Support which includes: Mon–Sat 6:00 AM–10:00 PM ET and Sun 6:00 AM–3:00 PM ET excluding holidays.

Requirements

Basic Qualifications:

• Experience with problem solving, debugging, and providing solutions to technical issues
• Ability to prioritize and execute tasks in a high-pressure environment.
• Experience working within a team-oriented, collaborative, agile environment.
• Highly self-motivated and directed with the ability to manage multi-discipline triage calls.
• Experience documenting and communicating work-a-rounds and solutions clearly
• Prior experience with federal or VA.gov digital services are highly desirable.
• Must be able to pass a US Government Public Trust Security Clearance

Additional Qualifications:

• Ability to manage time and prioritization of tasks as a high level
• Ability to communication effectively with managers and customers
• Experience with the Software Development Lifecycle in a team-oriented, collaborative, agile environment.
• Experience with tools such as ServiceNow, GitHub, Jira
• High school diploma or GED

Benefits

• Fully remote, full-time role with meaningful mission impact for the Veteran community
• Opportunity to shape standards and practices at the program level
• Medical, Dental & Vision Insurance — J-Mack covers 80% of employee premiums and 50% of dependent premiums
• Basic Life, Short-Term Disability & Long-Term Disability — J-Mack covers 100% of the costs
• 401(k) Safe Harbor Plan with full vesting and 4% company match
• Paid Time Off: 120 hours annually, increasing to 160 hours after 5 years
• 11 Paid Holidays
• Charity Matching: J-Mack matches employee donations up to $250 annually, plus donates a percentage of profits to various charities each year