Help Desk Tier I (must have public trust or the ability to obtain one)
About The Position
DirectViz Solutions (DVS) is seeking a Help Desk Tier I to provide customer support in Alexandria, Virginia. The position supports a call center environment composed of approximately 80% Intel-based PCs, 20% Apple workstations, and several custom business applications. The role assists customers who call or visit the customer service center, resolves routine technical issues, and escalates more complex cases to Tier II or the eBusiness team. The position is on-site and requires a Public Trust clearance or the ability to obtain one. DVS describes itself as a rapidly growing government contractor delivering IT solutions for government clients. The company offers competitive compensation, medical benefits, a 401(k) match, PTO accrual, professional development reimbursement, company-funded technology certifications, and employee recognition programs.
Requirements
- High school diploma and 2 years of experience.
- Public Trust clearance or the ability to obtain one.
- Hardware and application support skills, including diagnosis and remediation, password resets, and application installation.
- Incident and request analysis and documentation skills.
- Mobile device management skills, including provisioning, resetting, and remote wiping.
- Effective written and oral communication skills.
- Ability to perform tasks involving prolonged sitting or standing at a desk while using a computer, mouse, and keyboard.
- Ability to lift and move objects weighing up to 15 pounds as needed.
- Strong organizational skills, attention to detail, business correspondence proficiency, and self-management capabilities.
Nice To Haves
- ITIL Service Management.
- Technical writing experience.
- Experience with CRM, ticketing, or ACD systems.
Responsibilities
- Provide call center support for an environment with Intel-based PCs, Apple workstations, and custom business applications.
- Assist customers who call or walk into the customer service center.
- Resolve routine issues during customer calls, including password resets, account or workstation unlocking, and basic workstation remediation.
- Escalate issues requiring more detailed support to the Tier II team or the eBusiness team.
- Maintain focus and awareness throughout scheduled working hours.
- Learn and retain routine tasks and processes, work independently and collaboratively, and adapt to additional responsibilities or changes in duties.
Benefits
- Competitive compensation.
- Comprehensive medical benefits.
- 401(k) match.
- Generous PTO accrual.
- Professional development reimbursement.
- Corporate-funded technology certifications.
- Employee recognition and appreciation programs.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
