Tier I Help Desk Analyst-Alexandria, VA

Alexandria, VA - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

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.

DVS is looking for an Tier I Help Desk Analyst to support a large DoD team. This position requires the ability to obtain a public trust clearance. The work location will be Alexandria VA with remote flexibility.

Description - The candidate will be responsible for call center support of an environment composed of 90% Intel based PC and 10% Apple workstations and several custom business applications. The candidate will be responsible for assisting customers when they call into the customer service center. The candidate shall be prepared to perform resolution of routine issues (password reset account unlocking basic workstation remediation panel registration panel ID lookup. Where required the Tier I candidate will escalate to the Tier II team or the eBusiness team for more detailed level of support.

Tier 1 Roles and Responsibilities

Login to daily training call
Be logged into ACD by 0800 daily ready to take calls until 1700 and ready to work unless otherwise directed and remain on the designated status given by supervisor
Answer phones
Create log support tickets in CRM tool (ServiceNow) for each phone call email request for assistance with requisite details
Escalate tickets to Tier II or other applicable support group
Respond to customer inquiries using CRM tool (ServiceNow) regarding:
GRFP Panels
Password resets
SharePoint
Zoom
Hardware Related audio and video issues
Reviewer login support
Reviewer orientation support
Testing and validation as needed
Technology Testing
Attend daily training
Coordinate with Command Center Lead for Lessons Learned and additional support documentation
Attend and complete all VP Facilitator and Program Director trainings and end-to-end testing sessions

Qualifications - High School Diploma and 2 years experience.

Required Skills

Hardware/Application Support (Diagnosis/Remediation Access (password) Reset
Incident/Request (Analysis Documentation)
Effective written and oral communication skills
Use of Virtual Private Network (VPN)

Desired Skills

ITIL Service Management
Technical Writing Experience
CRM/Ticketing/ACD Systems
Zoom

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 accommodations 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: