Duty Analyst

DirectViz Solutions (DVS) is a dynamic and rapidly growing government contractor committed to delivering innovative IT solutions that address the mission-critical needs of our government clients. Through the expertise and dedication of our talented team, we provide cutting-edge technology services designed to achieve success and exceed expectations.

At DVS, we prioritize our employees as our greatest asset. We offer competitive compensation, comprehensive medical benefits, a 401(k) match, generous PTO accrual, professional development reimbursement, corporate-funded technology certifications, and robust employee recognition and appreciation programs.

Position Overview: We are seeking a highly skilled Duty Analyst (DA) to provide critical after-hours (6:30 pm - 6:30 am) IT support for the Product Support Service Desk (PSSD) in Kearneysville, West Virginia. The Duty Analyst will act as the single point of contact for mission-essential support during non-business hours, ensuring rapid response and resolution for high-priority IT incidents. This role supports over 60 enterprise applications and business systems, offering essential user support, account management, and system review services.

Key Responsibilities:

• Serve as the primary point of contact for after-hours mission-essential IT support needs.
• Provide Tier 1, 2, and 3 technical support across a range of enterprise applications and business systems.
• Respond promptly to high-priority issues requiring immediate assistance; defer all non-essential issues to the day help desk team.
• Conduct system reviews and testing as needed during after-hours periods.
• Maintain accurate documentation of issues, troubleshooting steps, and resolutions in the ticketing system.
• Provide user application support and account management services to ensure operational continuity.
• Offer business application training support when necessary.
• Collaborate with the daytime help desk team to ensure seamless handoff of non-essential after-hours issues.

Qualifications:

• Proven experience in IT help desk or technical support roles, preferably supporting enterprise-level applications.
• Strong troubleshooting and problem-solving skills across multiple systems and applications.
• Ability to work independently during overnight shifts with minimal supervision.
• Excellent communication and customer service skills.
• Familiarity with IT service management tools and best practices.
• Must be fully trained and qualified to support mission-critical IT operations.
• Ability to obtain and maintain necessary clearances if required.

Preferred Qualifications:

• Experience providing after-hours IT support.
• Certifications such as CompTIA A , Network , Security , or ITIL Foundation.
• Prior experience supporting government or large-scale enterprise IT systems.

If you thrive on solving complex problems and building meaningful connections, we'd love to hear from you. Join our team and make an impact today!

Physical and Mental Qualifications:

• Maintain focus and awareness throughout scheduled working hours.
• Perform tasks requiring prolonged periods of sitting or standing at a desk, utilizing a computer, mouse, and keyboard.
• Lift and move objects weighing up to 15 pounds as needed.
• Exhibit excellent verbal and written communication skills, with a strong command of the English language.
• Demonstrate the ability to work independently while also collaborating effectively as part of a team.
• Quickly learn and retain routine tasks and processes.
• Possess strong organizational skills, attention to detail, business correspondence proficiency, and self-management capabilities.
• Perform the essential functions of the role satisfactorily; reasonable accommodation will be provided for employees with disabilities upon request.
• Accept and adapt to additional responsibilities or changes to assigned duties as determined by DirectViz Solutions (DVS).

DirectViz Solutions, LLC (DVS) is an equal opportunity employer who prohibits discrimination and harassment against any employee or applicant for employment based on race, , sex (including pregnancy), age, gender identity, creed, religion, national origin, sexual orientation, marital status, genetic information, disability, political affiliation, protected veteran status, or any other status protected by federal, state or local law.

DVS has a zero-tolerance policy for harassment, threats, coercion, discrimination, and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974, or the Veterans Employment Opportunities Act of 1998.