Senior Helpdesk Support Specialist - Secret Clearance

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. DVS is an employee-centric employer that provides competitive compensation comprehensive medical plans 401k match PTO accrual professional development reimbursement corporate-funded technology certifications and employee recognition and appreciation programs.

At DVS we recognize that our employees are our number one resource. If you are a problem-solving people-person apply today!

Job Summary: We are seeking a highly skilled Senior Helpdesk Support Specialist to work in Washington DC responsible for providing second-tier support to end users for either PC server or mainframe applications or hardware. The contractor will serve as a subject matter expert in customer support operations and have experience supporting users in areas such as email LAN/WAN directories standard desktop images and applications COTS and GOT applications. The contractor shall serve as point of contact for troubleshooting all IT related problems including hardware/software passwords and printer problems. The contractor will also be responsible for meeting established service level metrics for call response technical support and customer service providing follow-up service to end-users to ensure that service provided by the Helpdesk has addressed their needs in a timely and efficient manner. Contractor shall fully document call resolutions and ensuring all notes are maintained in the ticket tracking system and Knowledge Base articles are published when addition the contractor shall maintain existing process documents and when required create new SOPs in support of this objective for common Helpdesk processes and activities.

Qualifications:

• Proficiency in Helpdesk/Tier3 support Asset Management Office 365 and
  Windows 11.
• Understanding of IT security requirements and processes.
• Familiar with Cisco virtual private network (VPN) client.
• Familiar with Polycom video and audio teleconference devices.
• Maintains currency and high level of technical skill in field of expertise.
• Preference of Bachelors degree in related field or 3-6 years of related
  experience.
• Clearance: Active Secret Clearance required

Physical and Mental Qualifications:

• 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.
• DVS retains the right to change or assign other duties to this position.

DirectViz Solutions LLC (DVS) is an equal opportunity employer and prohibits discrimination and harassment against any employee or applicant for employment because of race color sex (including pregnancy) age gender identity creed religion national origin sexual orientation marital status genetic information disability political affiliation protected veteran status or any other status protected by federal state or local law.

DVS has a zero-tolerance policy for harassment threats coercion discrimination and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246 Section 503 of the Rehabilitation Act of 1973 as amended Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974 or the Veterans Employment Opportunities Act of 1998.

Required Experience:

Senior IC