Tier I Help Desk Analyst

About the role

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. 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.

Responsibilities

• Log into daily training call
• Be logged into ACD by 08:00 daily, ready to take calls until 17:00 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

Required Qualifications

• High School Diploma and 2 years’ experience
• 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

• 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