Help Desk Support Specialist, Mid Level

DirectViz Solutions, LLC•White Sands, NM

2d•Onsite

About The Position

DirectViz Solutions (DVS), a government contractor providing strategic IT services to government customers, is seeking a Mid Level Help Desk Specialist to work onsite at White Sands Missile Range, New Mexico. The position requires an active Secret clearance and a valid CompTIA Security+ certification on the start date. The role supports end users, account management, and the resolution and tracking of technical incidents, following ITIL processes and applying a strong customer-service approach. The position requires 3–5 years of relevant experience and a high school diploma or related discipline. Physical and mental requirements include maintaining awareness during scheduled working hours, working for prolonged periods at a computer while sitting or standing, and lifting up to 15 pounds. The successful candidate will communicate effectively in English, work independently and as part of a team, learn and remember routine tasks, and demonstrate strong organizational, writing, correspondence, and self-management skills. Reasonable accommodation will be provided for employees with disabilities when requested. DVS may change or assign other duties to the position. DVS describes itself as employee-centric and offers competitive compensation, comprehensive medical plans, a 401(k) match, PTO accrual, professional development reimbursement, corporate-funded technology certifications, and employee recognition and appreciation programs. DVS is an equal opportunity employer and prohibits discrimination and harassment based on protected status. It also maintains a zero-tolerance policy for harassment, threats, coercion, discrimination, and intimidation.

Requirements

3–5 years of relevant experience.
High school diploma or related discipline.
Active Secret clearance.
CompTIA Security+ certification valid on the start date.
Ability to maintain awareness during scheduled working hours.
Ability to work for prolonged periods sitting or standing at a desk and using a computer, mouse, and keyboard.
Ability to lift up to 15 pounds.
Excellent verbal and written communication skills and good command of English.
Ability to execute tasks independently and work as part of a team.
Ability to learn and remember routine tasks.
Strong organizational, grammar, business correspondence, and self-management skills.

Responsibilities

Provide user-management support, including processing account creation and change request forms, submitting and tracking requests, troubleshooting account issues, creating accounts, and terminating accounts.
Record, analyze, and prepare required reports regarding problem-resolution occurrences and trends.
Develop standard operating procedures and user self-help training aids, such as tips, frequently asked questions, and guidance for recurring problems.
Ensure timely processing and control of problems.
Recognize, research, isolate, and resolve problems, and complete follow-up steps.
Support end users with a variety of issues.
Identify, research, and resolve technical problems.
Respond to telephone calls, email, and personnel requests for technical support.
Document, track, and monitor problems to ensure timely resolution.
Follow ITIL processes to resolve incidents from beginning to end and provide mature customer service.