Tier II Support Technician

About the role

DirectViz Solutions (DVS) is a dynamic and rapidly growing government contractor committed to delivering innovative IT solutions that address mission‑critical needs of government clients. The company prioritizes its employees as its greatest asset and offers 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. This position is for a Tier II Support Technician located onsite in Alexandria, VA. The role requires the ability to obtain a Public Trust clearance.

Responsibilities

• 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.
• Support email, meeting‑room technologies, video teleconferencing, and other end‑user technologies.
• Perform root cause analysis and document findings and resolutions.
• Log in to the ACD system daily, remain on designated status until the shift ends, and be ready to take calls.
• 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

• Bachelor’s 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.

Physical & 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.