Help Desk Support Specialist, Mid Level

DirectViz Solutions, LLC•White Sands, NM

2d•Onsite

About The Position

DirectViz Solutions (DVS) is a growing government contractor providing IT solutions to government clients. DVS is an employee-centric employer offering competitive compensation, comprehensive medical plans, 401k match, PTO accrual, professional development reimbursement, corporate-funded technology certifications, and employee recognition programs. We are seeking a highly skilled Help Desk Specialist, Junior to work onsite at White Sands Missile Range, NM. A Secret clearance is required.

Requirements

3-5 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
Candidates must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodation will be provided for employees with disabilities.

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.