Help Desk Tier I

DirectViz Solutions, LLC is hiring a Help Desk Tier I analyst to support customers in Alexandria, VA on-site. This role works from a call center and a customer service center, handling routine technology issues and escalating more complex cases to higher-level support teams as needed. The position also requires a Public Trust determination (or the ability to obtain one).

Role Overview

• Provide call center support for an environment composed of 80% Intel-based PCs and 20% Apple workstations, along with several custom business applications.
• Assist customers who call in or walk into the customer service center.
• Resolve routine issues during the call, including password resets, account/workstation unlocking, and basic workstation remediation.
• Escalate cases to the Tier II team or the eBusiness team when a higher level of support is required.

Key Responsibilities

• Handle customer support interactions in a call center setting supporting both Windows-based and Apple workstation users.
• Perform troubleshooting and basic remediation for routine access and workstation problems.
• Escalate incidents and requests for more detailed assistance as required.

Required Qualifications

• High School Diploma and 2 years of related experience.
• Ability to support hardware and applications, including diagnosis/remediation, access (password) reset, and application install.
• Experience with incident/request analysis and documentation.
• Mobile Device Management skills including provision, reset, and remote wiping.
• Effective written and oral communication skills.

Technology

• Mobile Device Management

Clearance

• Public Trust or the ability to obtain one.

Additional Skills (Desired)

• ITIL Service Management
• Technical writing experience
• CRM/Ticketing/ACD systems

Physical and Mental Qualifications

• Maintain focus and awareness throughout scheduled working hours.
• Perform tasks requiring prolonged periods of sitting or standing at a desk, using 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.
• Work independently while collaborating effectively as part of a team.
• Quickly learn and retain routine tasks and processes.
• Demonstrate strong organizational skills, attention to detail, business correspondence proficiency, and self-management capabilities.
• Perform essential job functions 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).

Location: Alexandria, VA (on-site)
Salary: USD 38,000 - 40,000 per year (listed salary value: $40,000.00)