Tier II Support Technician

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.

Tier II Support Technician

Location: Alexandria VA (Onsite) Clearance: Ability to obtain a Public Trust Clearance

Position Overview

We are seeking a highly skilled Tier II Support Technician to provide onsite technical support in Alexandria VA. The successful candidate will support an environment consisting of approximately 90% Intel-based PCs 10% Apple workstations and several custom business applications.

The technician will provide deskside support to customers through the Customer Service Center including support provided by phone walk-in requests remote assistance and onsite visits to customer locations. Responsibilities include diagnosing and resolving workstation issues installing and configuring applications performance analysis and tuning and escalating complex issues to the appropriate team or other support groups as required.

Key Responsibilities

Customer and Technical Support

• Provide Tier II technical support for hardware software mobile devices and peripheral equipment.
• Answer incoming customer calls and respond to walk-in remote and onsite support requests.
• Configure deploy image and reimage workstations and laptops.
• Resolve customer incidents and service requests or escalate to the appropriate support team.
• Provide support for email meeting room technologies video teleconferencing and other end-user technologies.
• Perform root cause analysis and document findings and resolutions.

Service Desk Operations

• Log in to the ACD system daily ready to take calls unless otherwise directed and remain on designated status given by supervisor until work shift ends.
• Create document and manage support tickets in the designated CRM/ticketing system (ServiceNow).
• Document incidents requests troubleshooting activities and resolutions with appropriate detail.

Minimum Qualifications

• Bachelors degree with at least 1 year of relevant experience; or
• High School Diploma with at least 7 years of relevant experience.

Required Skills

• Hardware and Application Support (diagnosis remediation password resets installation configuration removal and performance tuning)
• Incident and Request Management (analysis and documentation)
• Mobile Device Management (provisioning reset remote wiping)
• Printer Support (setup toner and parts replacement queue configuration diagnosis and remediation)
• Virtual Private Network (VPN) support
• Root Cause Analysis
• Active Directory Administration and User Management
• Excellent written and verbal communication skills including strong grammar proofreading and professional interpersonal communication abilities.

Desired Skills

• ITIL Service Management
• Policy Analysis
• Workstation Patching and Testing
• Desktop Engineering
• Release Management
• Knowledge Management

If you thrive on solving complex problems and building meaningful connections wed love to hear from you. Join our team and make an impact today!

Physical and Mental Qualifications:

• Maintain focus and awareness throughout scheduled working hours.
• Perform tasks requiring prolonged periods of sitting or standing at a desk utilizing a computer mouse and keyboard.
• Lift and move objects weighing up to 15 pounds as needed.
• Exhibit excellent verbal and written communication skills with a strong command of the English language.
• Demonstrate the ability to work independently while also collaborating effectively as part of a team.
• Quickly learn and retain routine tasks and processes.
• Possess strong organizational skills attention to detail business correspondence proficiency and self-management capabilities.
• Perform the essential functions of the role satisfactorily; reasonable accommodation will be provided for employees with disabilities upon request.
• Accept and adapt to additional responsibilities or changes to assigned duties as determined by DirectViz Solutions (DVS).

DirectViz Solutions LLC (DVS) is an equal opportunity employer who prohibits discrimination and harassment against any employee or applicant for employment based on race 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:

IC