Job Description

DirectViz Solutions, LLC. is a high-level, strategic consulting services firm that meets mission IT needs for government clients. We are sourcing for a Help Desk Analyst Tier I. The work location will be Alexandria, VA with work from home flexibility.

Description - The candidate will be responsible for call center support of an environment composed of 90% Intel based PC and 10% Apple workstations and several custom business applications. The candidate will be responsible for assisting customers when they call into the customer service center. The candidate shall be prepared to perform resolution of routine issues (password reset, account unlocking, basic workstation remediation, panel registration, panel ID lookup. Where required the Tier I candidate will escalate to the Tier II team or the eBusiness team for more detailed level of support.

Tier 1 Roles and Responsibilities

• Login to daily training call
• Be logged into 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
• 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

Qualifications - High School Diploma and 2 years' experience.

Required Skills

• 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

• Be able to maintain awareness during scheduled working hours
• Prolonged periods sitting or standing at desk and working on a computer (mouse and keyboard)
• Able to lift up to 15 pounds
• Excellent verbal and written communication; good command of the English language
• Execute tasks independently and work as a team
• Learns and memories routine tasks
• Strong organizational, grammar, business correspondence, and self-management skills

Candidates must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodations will be provided for employees with disabilities.

DVS retains the right to change or assign other duties to this position.

DirectViz Solutions, LLC (DVS) is an equal opportunity employer and prohibits discrimination and harassment against any employee or applicant for employment because of race, color, 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.