Help Desk Tier I (must have public trust or the ability to obtain one)

DirectViz Solutions•Alexandria, VA

2d•Onsite

About The Position

DirectViz Solutions (DVS) is seeking a Help Desk Tier I to provide call center and customer service center support in an environment composed of approximately 80% Intel-based PCs and 20% Apple workstations, as well as several custom business applications. The role assists customers who call or visit the customer service center, resolves routine technical issues during the interaction, and escalates more complex issues to Tier II or the eBusiness team as needed. The position is on-site in Alexandria, Virginia, with a stated salary of $40,000. Applicants must have, or be able to obtain, a Public Trust clearance. DVS describes itself as a government contractor providing IT solutions for government clients and highlights employees as its greatest asset. It offers competitive compensation, medical benefits, a 401(k) match, PTO accrual, professional development reimbursement, corporate-funded technology certifications, and employee recognition and appreciation programs.

Requirements

High school diploma.
Two years of experience.
Public Trust clearance or the ability to obtain one.
Hardware and application support skills, including diagnosis and remediation, access/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 maintain focus and awareness throughout scheduled working hours.
Ability to perform tasks involving prolonged periods of 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 command of the English language.
Ability to work independently and collaborate effectively as part of a team.
Ability to learn and retain routine tasks and processes quickly.
Strong organizational skills, attention to detail, business correspondence proficiency, and self-management capabilities.
Ability to perform the essential functions of the role satisfactorily and adapt to additional responsibilities or changes to assigned duties.

Nice To Haves

ITIL Service Management.
Technical writing experience.
Experience with CRM, ticketing, or ACD systems.

Responsibilities

Provide call center support for an environment of Intel-based PCs, Apple workstations, and custom business applications.
Assist customers who call or walk into the customer service center.
Resolve routine issues during the call, 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.
Perform hardware and application support, including diagnosis and remediation, access/password resets, and application installation.
Analyze and document incidents and requests.
Provision, reset, and remotely wipe mobile devices.