Help Desk Support Specialist, Mid Level

DirectViz Solutions, LLC; White Sands (NM); On-site; USD 55,000 - 75,000; Full time

Job summary

DirectViz Solutions, LLC (DVS) seeks a mid-level Help Desk Specialist to work onsite at White Sands Missile Range, NM. A Secret clearance is required for this role, reflecting the sensitive nature of government IT support.

The position emphasizes user management, incident resolution, and customer-focused service. Candidates should have 3–5 years of relevant experience, a high school diploma, and CompTIA Security+ certification, with active Secret clearance.

Qualifications

• 3–5 years of relevant experience.
• High School Diploma or related discipline.
• Certification: CompTIA Security+ (valid on start date).
• Clearance: Active Secret.

Responsibilities

• Provide user management support for account create and change requests, submit and track account requests, troubleshoot account issues, manage account creation and termination.
• Record, analyze, and prepare reports on problem resolution occurrences and trends.
• Develop standard operating procedures and user self-help training aids for recurring problems.
• Ensure timely processing of problem resolution and incident handling.
• Perform problem recognition, research, isolation, resolution, and follow-up steps.
• Support end users on a variety of issues.
• Identify, research, and resolve technical problems.
• Respond to calls, emails, and requests for technical support.
• Document, track, and monitor problems to ensure timely resolution.
• Follow ITIL processes to resolve incidents end-to-end with strong customer-service focus.

Skills

Account management

Customer support

IT help desk

Troubleshooting

Education

High School Diploma

Tools

Active Directory

ITIL

Job description

DirectViz Solutions, (DVS) is a rapidly growing government contractor that provides strategic services that meet mission IT needs for government customers. DVS provides innovative information technology solutions to government clients through the knowledge and expertise of our dedicated employees. DVS is an employee-centric employer that provides competitive compensation, comprehensive medical plans, 401k match, PTO accrual, professional development reimbursement, corporate-funded technology certifications, and employee recognition and appreciation programs.

At DVS, we recognize that our employees are our number one resource.

We are seeking a highly skilled Help Desk Specialist, Mid Level to work onsite at White Sands Missile Range, NM . A Secret clearance is required.

Key Responsibilities:

• Providing user management support for processing account create and change request forms, submitting and tracking account requests, troubleshooting individual account issues, account creation, account termination
• Recording, analyzing, and preparing required reports regarding problem resolution occurrences and trends
• Developing standard operating procedures and user self-help training aids (e.g. tips and tricks, frequently asked questions) for recurring problems
• Ensures the timely process through which problems are controlled.
• Problem recognition, research, isolation, resolution, and follow-up steps.
• Supports end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, email, and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Follows an ITIL process to resolve incidents from beginning to end and has a very mature customer service outlook.

Qualifications:

• 3-5 years of relevant experience
• High School Diploma, or related discipline
• Certifications:
  • CompTIA Security+ (valid on start date)
• Clearance: Active Secret

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 accommodation 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.