Help Desk Support Specialist, Mid Level

DirectViz Solutions•White Sands, NM

2d•Onsite

About The Position

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. We are seeking a highly skilled Help Desk Specialist, Mid Level to work onsite at White Sands Missile Range, NM . A Secret clearance is required. At DVS, we recognize that our employees are our number one resource.

Requirements

3-5 years of relevant experience
High School Diploma, or related discipline
CompTIA Security+ (valid on start date)
Active Secret clearance

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, including 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