Technical Support Specialist (Tier II)

We are seeking a highly skilled Technical Support Specialist (Tier II) to work in Alexandria, Virginia. The Technical Support and Compliance Specialist (Tier II) provides Tier I/II technical support, asset lifecycle management, compliance oversight, and inventory management support. This position is responsible for maintaining asset accountability, supporting end users, ensuring data integrity within ServiceNow/CMDB, and assisting with audits and compliance initiatives., * Provide Tier I/II technical support for IT assets, applications, hardware, software, printers, and mobile devices.

• Troubleshoot incidents, resolve user issues, comprehensively document actions in ServiceNow, and escalate when needed.
• Support workstation imaging, deployment, installation, upgrade, refresh, and reimaging activities.
• Coordinate with Desktop Support, Warehouse, Asset Management, and other support groups to receive, stage, deploy, and track assets.
• Maintain accurate ServiceNow/CMDB records across the asset lifecycle, including acquisition, deployment, warranty, inventory, bench stock, and disposal.
• Reconcile inventory, verify supporting documentation, identify discrepancies, and recommend corrective actions.
• Communicate updates and concerns with team leads and other support groups.
• Plan and conduct asset audits, inventory validations, and compliance reviews aligned with organizational policies and contractual requirements.
• Report audit findings, compliance status, risks, and process improvement opportunities to management.

• Bachelor’s degree and 1+ years of relevant experience, or High School Diploma and 7+ years of relevant experience.
• Experience in technical support, IT asset management, inventory management, compliance, or auditing., * Hardware, software, application, printer, and mobile device support
• Incident, request, and escalation management
• Workstation imaging, reimaging, deployment, upgrades, and refresh support
• Active Directory administration
• Root cause analysis, troubleshooting, and problem resolution
• ServiceNow/CMDB ticketing, asset records, and data integrity practices
• IT asset lifecycle, inventory, bench stock, auditing, and reconciliation processes
• Clear written and verbal communication with users and support groups, * ITIL Foundation Certification
• ServiceNow Asset Management experience
• Desktop Engineering experience
• Workstation Patching and Testing
• Release Management and Knowledge Management experience
• Policy Analysis and Compliance Monitoring

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).

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.