Helpdesk Analyst, Family Assistance

Job overview

The Helpdesk Analyst, Family Assistance role is onsite in Springfield, VA, with compensation of $29,000–$50,000 per year. The analyst supports the Arlington National Cemetery Customer Service Center, serving veterans, their families, and the public. The role exists to provide accurate, compassionate assistance and coordinate responses to inquiries about cemetery services and operations. It contributes to timely case resolution by researching questions, documenting interactions, maintaining records, and escalating matters when needed.

What you'll do

• Respond to inquiries by telephone, email, fax, and other channels
• handle sensitive conversations with empathy
• research questions and provide accurate guidance
• document interactions and maintain customer records in the case management system
• escalate inquiries when required
• provide information about cemetery services, procedures, visitation, scheduling, eligibility, and programs
• track cases and follow up.

What we're looking for

Skills & competencies

helpdesk analyst

family assistance

customer service

case management

arlington national cemetery

secret clearance

springfield va

full-time

jcs solutions

veteran and family support

microsoft office

high school diploma

Work arrangement

• Weekend coverage required

Benefits & perks

• Health, dental, and vision insurance, life insurance, short- and long-term disability, paid time off, 401(k) with employer match, and annual professional development reimbursement.

Why this role

A Secret Security Clearance, U.S. citizenship, at least two years of related experience, and a high school diploma or equivalent are required. The role supports a mission serving veterans and their families.

About the employer

JCS Solutions LLC is hiring for this role. Industry: All Other Professional, Scientific, and Technical Services. Sector: 54.