Tier I Help Desk Analyst - Alexandria, VA

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., * 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

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).

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.