Technical Support Specialist (Tier II)

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.

About the role

The Technical Support and Compliance Specialist (Tier II) provides Tier I/II technical support, asset lifecycle management, compliance oversight, and inventory management support. This position is responsible for maintaining asset accountability, supporting end users, ensuring data integrity within ServiceNow/CMDB, and assisting with audits and compliance initiatives.

Responsibilities

• Provide Tier I/II technical support for IT assets, applications, hardware, software, printers, and mobile devices.
• Troubleshoot incidents, resolve user issues, comprehensively document actions in ServiceNow, and escalate when needed.
• Support workstation imaging, deployment, installation, upgrade, refresh, and reimaging activities.
• Coordinate with Desktop Support, Warehouse, Asset Management, and other support groups to receive, stage, deploy, and track assets.
• Maintain accurate ServiceNow/CMDB records across the asset lifecycle, including acquisition, deployment, warranty, inventory, bench stock, and disposal.
• Reconcile inventory, verify supporting documentation, identify discrepancies, and recommend corrective actions.
• Communicate updates and concerns with team leads and other support groups.
• Plan and conduct asset audits, inventory validations, and compliance reviews aligned with organizational policies and contractual requirements.
• Report audit findings, compliance status, risks, and process improvement opportunities to management.

Requirements

• Bachelor's degree and 1+ years of relevant experience, or High School Diploma and 7+ years of relevant experience.
• Experience in technical support, IT asset management, inventory management, compliance, or auditing.

Skills

• Hardware, software, application, printer, and mobile device support
• Incident, request, and escalation management
• Workstation imaging, reimaging, deployment, upgrades, and refresh support
• Active Directory administration
• Root cause analysis, troubleshooting, and problem resolution
• ServiceNow/CMDB ticketing, asset records, and data integrity practices
• IT asset lifecycle, inventory, bench stock, auditing, and reconciliation processes
• Clear written and verbal communication with users and support groups

Preferred Qualifications

• ITIL Foundation Certification
• ServiceNow Asset Management experience
• Desktop Engineering experience
• Workstation Patching and Testing
• Release Management and Knowledge Management experience
• Policy Analysis and Compliance Monitoring

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).

Benefits

• Competitive compensation
• Comprehensive medical benefits
• 401(k) match
• Generous PTO accrual
• Professional development reimbursement
• Corporate-funded technology certifications
• Robust employee recognition and appreciation programs

Location: Alexandria, Virginia