Help Desk (Must have active Secret Clearance)

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.

Title: Senior Customer Technical Support Specialist (Help Desk)

Location: Dahlgren, VA Clearance: Active Secret Clearance Required

Job Overview:

DirectViz Solutions (DVS) is seeking a Senior Customer Technical Support Specialist (Help Desk). The selected candidate will be responsible for operating, maintaining, and staffing the Unified Helpdesk, ensuring all service levels (SLAs) and experience level agreements (XLAs) are met or exceeded. This role requires a proactive approach to supporting the community's evolving IT needs, providing high-quality, efficient customer support in a dynamic environment.

Key Responsibilities:

• Operate, maintain, and staff the Unified Helpdesk to provide effective technical support coverage users.
• Deliver responsive and professional customer service, ensuring adherence to SLAs and XLAs.
• Provide expertise in troubleshooting and resolving incidents, service requests, and problem tickets using tools such as BMC Remedy or ServiceNow.
• Support and document Helpdesk processes, workflows, and knowledge base updates.
• Monitor and report Helpdesk performance metrics to ensure continual service improvement.
• Adapt to changing and future requirements, including optional surge support when required.
• Coordinate with other IT teams to ensure timely resolution of issues and efficient communication across support tiers.
• Maintain compliance with DoD cybersecurity and information assurance policies and standards.

Required Qualifications:

• Certification: Must hold one of the following IAT Level III certifications:
  • CASP
  • CISA
  • CISSP (or Associate)
  • GCED
  • GCIH
• Experience: Minimum of six (6) years of professional experience in industry, federal, or DoD Help Desk support environments.
• Technical Expertise: Hands-on experience with help desk management tools such as BMC Remedy or ServiceNow.
• Clearance: Active Secret Clearance required.

Preferred Qualifications:

• Education: Bachelor's degree in a business or technical field.
• Experience in DoD or Navy IT environments.
• Strong communication, problem-solving, and customer service skills.
• Proven ability to work in a fast-paced, mission-driven setting.

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.