Tier 2 Help Desk Analyst-Alexandria, VA

DirectViz Solutions, (DVS) is a rapidly growing government contractor that provides strategic services that meet mission IT needs for government customers. DVS provides innovative information technology solutions to government clients through the knowledge and expertise of our dedicated employees. DVS is an employee-centric employer that provides competitive compensation, comprehensive medical plans, 401k match, PTO accrual, professional development reimbursement, corporate-funded technology certifications, and employee recognition and appreciation programs.

At DVS, we recognize that our employees are our number one resource. If you are a problem-solving people-person, apply today!

We are seeking a highly skilled Tier 2 Support Technician to work onsite in Alexandria, VA. This position will require the ability to obtain a public trust clearance.

Description - The candidate will be responsible for deskside support of an environment composed of 90% Intel based PC and 10% Apple workstations and several custom business applications. The candidate will be responsible for assisting customers when they call into the customer service center. The candidate shall be prepared to perform resolution of workstation issues (diagnosis/remediation, application install/configuration/removal, performance analysis/tuning). Where required the Tier II candidate will escalate to the eBusiness team for more detailed level of support.

Tier II Roles and Responsibilities

• Login to daily training call
• Be logged into ACD by 0800 daily ready to take calls until 1700 and ready to work unless otherwise directed and remain on the designated status given by supervisor
• Answer phones
• Create, log support tickets in CRM tool (ServiceNow) for each phone call, email, request for assistance with requisite details
• Troubleshoot advance technical support calls
• Monitor chat during panels
• Resolve or escalate tickets to other applicable support group
• Respond to customer inquiries (see Tier 1 above)
  • Configure workstations/laptops
• Support NSF Program Staff during setup, configuration, testing and during panels
• Provide in panel technical support via phone, chat and/or breakout sessions
• Coordinate with Command Center Lead for Lessons Learned and additional support documentation
• Attend and complete all VP Facilitator and Program Director trainings and end-to-end testing sessions

Qualifications - Bachelors and 1 years' experience or High School Diploma and 7 years' experience.

Required Skills

• Hardware/Application Support (Diagnosis/Remediation, Access (password) Reset, Application Install/Configuration/Removal, Performance Tuning)
• Incident/Request (Analysis, Documentation)
• Workstation Imaging/Reimaging (as needed)
• Use of Virtual Private Network (VPN)
• Root Cause Analysis
• Active Directory Management
• CRM/Ticketing/ACD Systems
• Zoom
• Miscellaneous Support (Email, Meeting Room, Video Teleconferencing)
• Effective written and oral communication skills

Desired Skills

• ITIL Service Management
• Policy Analysis
• Workstation Patching/Testing
• Desktop Engineering
• CRM/Ticketing/ACD Systems
• Release Management
• Knowledge Management

Physical and Mental Qualifications

• Be able to maintain awareness during scheduled working hours
• Prolonged periods sitting or standing at desk and working on a computer (mouse and keyboard)
• Able to lift up to 15 pounds
• Excellent verbal and written communication; good command of the English language
• Execute tasks independently and work as a team
• Learns and memories routine tasks
• Strong organizational, grammar, business correspondence, and self-management skills

Candidates must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodations will be provided for employees with disabilities.

DVS retains the right to change or assign other duties to this position.

DirectViz Solutions, LLC (DVS) is an equal opportunity employer and prohibits discrimination and harassment against any employee or applicant for employment because of race, color, 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.