Help Desk Support Specialist, Senior

DirectViz Solutions, LLC•White Sands, NM

2d•Onsite

About The Position

DirectViz Solutions (DVS) is seeking a highly skilled Help Desk Specialist, Senior to work onsite at White Sands Missile Range, NM. DVS is a growing government contractor providing strategic IT services to government clients. They are an employee-centric employer offering competitive compensation and benefits. The role requires a problem-solving, people-oriented individual with a Secret clearance.

Requirements

5 or more years of relevant experience
High School Diploma, or related discipline
CompTIA Security+ (valid on start date)
Active Secret clearance
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

Responsibilities

Providing user management support for processing account create and change request forms, submitting and tracking account requests, troubleshooting individual account issues, account creation, account termination
Recording, analyzing, and preparing required reports regarding problem resolution occurrences and trends
Developing standard operating procedures and user self-help training aids (e.g. tips and tricks, frequently asked questions) for recurring problems
Ensures the timely process through which problems are controlled.
Problem recognition, research, isolation, resolution, and follow-up steps.
Supports end users on a variety of issues.
Identifies, researches, and resolves technical problems.
Responds to telephone calls, email, and personnel requests for technical support.
Documents, tracks, and monitors the problem to ensure a timely resolution.
Follows an ITIL process to resolve incidents from beginning to end and has a very mature customer service outlook.