Technical Support and Compliance Specialist (Tier II)

DirectViz Solutions, LLC•Alexandria, VA

13d•Onsite

About The Position

DirectViz Solutions (DVS) is a dynamic and rapidly growing government contractor committed to delivering innovative IT solutions that address the mission-critical needs of our government clients. Through the expertise and dedication of our talented team, we provide cutting-edge technology services designed to achieve success and exceed expectations. At DVS, we prioritize our employees as our greatest asset. We offer competitive compensation, comprehensive medical benefits, a 401(k) match, generous PTO accrual, professional development reimbursement, corporate-funded technology certifications, and robust employee recognition and appreciation programs. We are seeking a highly skilled Technical Support and Compliance Specialist (Tier II) to work in Alexandria, Virginia. The Technical Support and Compliance Specialist (Tier II) provides Tier I/II technical support, asset lifecycle management, compliance oversight, and inventory management support. This position is responsible for maintaining asset accountability, supporting end users, ensuring data integrity within ServiceNow/CMDB, and assisting with audits and compliance initiatives.

Requirements

Bachelor's degree and 1+ years of relevant experience, or High School Diploma and 7+ years of relevant experience.
Experience in technical support, IT asset management, inventory management, compliance, or auditing.
Hardware, software, application, printer, and mobile device support
Incident, request, and escalation management
Workstation imaging, reimaging, deployment, upgrades, and refresh support
Active Directory administration
Root cause analysis, troubleshooting, and problem resolution
ServiceNow/CMDB ticketing, asset records, and data integrity practices
IT asset lifecycle, inventory, bench stock, auditing, and reconciliation processes
Clear written and verbal communication with users and support groups

Nice To Haves

ITIL Foundation Certification
ServiceNow Asset Management experience
Desktop Engineering experience
Workstation Patching and Testing
Release Management and Knowledge Management experience
Policy Analysis and Compliance Monitoring

Responsibilities

Provide Tier I/II technical support for IT assets, applications, hardware, software, printers, and mobile devices.
Troubleshoot incidents, resolve user issues, comprehensively document actions in ServiceNow, and escalate when needed.
Support workstation imaging, deployment, installation, upgrade, refresh, and reimaging activities.
Coordinate with Desktop Support, Warehouse, Asset Management, and other support groups to receive, stage, deploy, and track assets.
Maintain accurate ServiceNow/CMDB records across the asset lifecycle, including acquisition, deployment, warranty, inventory, bench stock, and disposal.
Reconcile inventory, verify supporting documentation, identify discrepancies, and recommend corrective actions.
Communicate updates and concerns with team leads and other support groups.
Plan and conduct asset audits, inventory validations, and compliance reviews aligned with organizational policies and contractual requirements.
Report audit findings, compliance status, risks, and process improvement opportunities to management.