Help Desk Tier I (must have public trust or the ability to obtai

• Responsible for call center support of an environment composed of 80% Intel based PC and 20% Apple workstations and several custom business applications.

• Responsible for assisting customers when they call or walk into the customer service center.

• Perform resolution of routine issues (password reset, account/workstation unlocking, basic workstation remediation) during the call.

• Escalate, where required, to the Tier II team or the eBusiness team for more detailed level of support.

• High School Diploma and 2 years’ experience., * Hardware/Application Support (Diagnosis/Remediation, Access (password) Reset, Application Install)

• Incident/Request (Analysis, Documentation)

• Mobile Device Management (Provision, Reset, Remote Wiping)

• Effective written and oral communication skills

Clearance: Public Trust or the ability to obtain one.

Desired Skills:

• ITIL Service Management

• Technical Writing Experience

• CRM/Ticketing/ACD Systems

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.