Help Desk Support Specialist, Mid Level

DirectViz Solutions (DVS) is a rapidly growing government contractor that provides strategic services to meet mission IT needs for government customers. DVS delivers innovative information technology solutions through the knowledge and expertise of dedicated employees.

About the role

We are seeking a highly skilled mid-level Help Desk Specialist to work onsite at White Sands Missile Range, NM. An active Secret clearance is required.

Responsibilities

• Provide user management support for processing account create and change request forms, submitting and tracking account requests, troubleshooting individual account issues, account creation, and account termination.
• Record, analyze, and prepare required reports regarding problem resolution occurrences and trends.
• Develop standard operating procedures and user self-help training aids (e.g., tips and tricks, frequently asked questions) for recurring problems.
• Ensure the timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
• Support end users on a variety of issues, identifying, researching, and resolving technical problems.
• Respond to telephone calls, email, and personnel requests for technical support.
• Document, track, and monitor problems to ensure timely resolution.
• Follow an ITIL process to resolve incidents from beginning to end with a mature customer service outlook.

Requirements

• 3-5 years of relevant experience.
• High School Diploma or related discipline.
• CompTIA Security+ certification (valid on start date).
• Active Secret clearance.

Physical and Mental Qualifications

• Able to maintain awareness during scheduled working hours.
• Prolonged periods sitting or standing at a 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.
• Learn and memorize routine tasks.
• Strong organizational, grammar, business correspondence, and self-management skills.

Benefits

• Competitive compensation.
• Comprehensive medical plans.
• 401k match.
• PTO accrual.
• Professional development reimbursement.
• Corporate-funded technology certifications.
• Employee recognition and appreciation programs.