Help Desk Specialist - Associate

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. We offer 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.

We are seeking a highly skilled Help Desk Specialist Associate to work on-site at Fort Huachuca, Sierra Vista, AZ.

Key Responsibilities:

• Create, modify and escalate incidents/tickets, translating user requests into logical format for use by analysts in troubleshooting
• Resolve incidents/tickets in accordance with documented procedures
• Perform quality assurance follow-up with customers/end users
• Comply with documented processes and procedures
• Provide reporting as needed
• Maintain a professional demeanor with our military, civilian and contractor customers

Qualifications:

• HS +2 years of customer service, inside sales or help desk experience Or AA/AS or BA/BS
• Active Secret clearance or the ability to obtain an interim Secret clearance
• Strong verbal and written communication skills
• Excellent people and phone skills
• Ability to prioritize and multi-task
• Experience with Microsoft Office products (Word, Excel, Outlook)
• Type a minimum of 40 wpm
• Work within a dynamic environment where requirements shift routinely
• Must be able and available to work shifts (days, swings, mids)
• Must be able to work weekends and holidays, as required.
• Schedule is subject to change to fulfill the needs of the mission.

Preferred Qualifications:

• Inside sales and/or customer service experience
• Attention to detail
• Ability to remain calm under pressure.

If you thrive on solving complex problems and building meaningful connections, we'd love to hear from you. Join our team and make an impact today!

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).

DirectViz Solutions, LLC (DVS) is an equal opportunity employer who prohibits discrimination and harassment against any employee or applicant for employment based on race, , sex (including pregnancy), age, gender identity, creed, religion, national origin, sexual orientation, marital status, genetic information, disability, political affiliation, protected veteran status, or any other status protected by federal, state or local law.

DVS has a zero-tolerance policy for harassment, threats, coercion, discrimination, and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974, or the Veterans Employment Opportunities Act of 1998.