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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Specialist (Tier II) - **Company:** DirectViz Solutions, LLC - **Location:** Alexandria, VA, United States - **Contract:** Permanent contract - **Skills:** Multitier Architecture, Active Directory, Configuration Management Databases, Data Integrity, Knowledge Management, Release Management, Servicenow - **Published:** August 17, 2026 - **Apply:** https://www.dice.com/job-detail/8823b4ab-e064-4be4-853b-22b1391ded1d ## About the Role * 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). ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Exploring 5 Key Applications of AI Abundance with Blockchain Assurance](https://www.wearedevelopers.com/videos/971-exploring-5-key-applications-of-ai-abundance-with-blockchain-assurance) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Robots are coming into the wild! 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