Tier 2 Support Technician (Temp Work)

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 Tier 2 Support Technician to work onsite in Alexandria, VA. This position will require the ability to obtain a public trust clearance.

This is a contract position that runs form 4/1/2026 - 12/19/2026.

The candidate will be responsible for deskside support of an environment composed of 90% Intel based PC and 10% Apple workstations and several custom business applications. The candidate shall be prepared to perform resolution of workstation issues (diagnosis/remediation, application install/configuration/removal, performance analysis/tuning). Where required the Tier II candidate will escalate to other teams within and/or outside the Service Desk.

The Candidate is expected to serve as a point of contact for move related activities and requests. The Move Team provides Service Desk support for federally managed office relocations, configurations and space management.

Tier II Roles and Responsibilities

• Login to ACD by 0800 daily, ready to take calls until 1700 and ready to work unless otherwise directed and remain on the designated status given by supervisor
• Create, log support tickets in CRM tool (ServiceNow) for each phone call, email, request for assistance with requisite details
• Troubleshoot advance technical support calls
• Resolve or escalate tickets to other applicable support groups
• Responding to customer inquiries
• Configure workstations/laptops
• Receive, log and track move related requests via ServiceNow
• Provide clear communication to stakeholders regarding move schedules and tickets. Escalate complex requests to Service Desk leadership
• Maintain custody records

Qualifications -

Bachelors and 1 year of related experience or High School Diploma and 7 years' experience.

Required Skills

• Hardware/Application Support (Diagnosis/Remediation, Access (password) Reset, Application Install/Configuration/Removal, Performance Tuning)
• Incident/Request (Analysis, Documentation)
• Workstation Imaging/Reimaging
• Mobile Device Management (Provision, Reset, Remote Wiping)
• Printer Support (Setup, Toner/Parts Replacement, Queue Setup, Diagnosis/Remediation)
• Root Cause Analysis
• Active Directory Management
• CRM/Ticketing/ACD Systems
• Release Management
• Effective written and oral communication skills

Move Coordination Desired Skills

• ITIL Service Management
• Policy Analysis
• Workstation Patching/Testing
• CRM/Ticketing/ACD Systems
• Release Management
• Knowledge Management
• Space/facilities management

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.