Technical Support Specialist (Tier II)

DirectViz Solutions, LLC; Alexandria (VA); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Competitive compensation

Medical benefits

401(k) match

PTO accrual

Professional development reimbursement

Technology certifications

Employee recognition programs

Job summary

DirectViz Solutions, LLC is seeking a skilled Technical Support Specialist (Tier II) in Alexandria, VA to provide Tier I/II IT support, asset lifecycle management, and compliance oversight. You will maintain asset accountability, support end users, and ensure data integrity within ServiceNow/CMDB while assisting with audits.

The role requires hands-on experience with IT assets, imaging, deployment, and problem resolution, paired with strong communication skills and a customer-focused mindset.

Qualifications

• 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.
• Strong written and verbal communication skills in English.

Responsibilities

• Provide Tier I/II technical support for IT assets and devices.
• Troubleshoot incidents and document actions in ServiceNow.
• Support workstation imaging, deployment, upgrades, and reimaging.
• Coordinate with Desktop Support, Warehouse, Asset Management to track assets.
• Maintain ServiceNow/CMDB records across asset lifecycle.
• Reconcile inventory and verify supporting documentation.
• Communicate updates with team leads and other groups.
• Plan asset audits and compliance reviews per policy.
• Report audit findings and compliance risks to management.

Skills

Hardware support

Software support

Printer support

Mobile device support

Incident management

Escalation management

Workstation imaging

Active Directory administration

Root cause analysis

ServiceNow

IT asset lifecycle

Inventory reconciliation

Clear communication

Education

Bachelor's degree

High School Diploma

Tools

ServiceNow

Active Directory

Job description

Technical Support Specialist (Tier II)

DirectViz Solutions (DVS) is a dynamic and rapidly growing government contractor committed to delivering innovative IT solutions that address the mission-critical needs of our government clients. Through the expertise and dedication of our talented team, we provide cutting-edge technology services designed to achieve success and exceed expectations.

At DVS, we prioritize our employees as our greatest asset.

• competitive compensation
• comprehensive medical benefits
• a 401(k) match
• generous PTO accrual
• professional development reimbursement
• corporate-funded technology certifications
• robust employee recognition and appreciation programs

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.

Key Responsibilities:

• 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 elevate 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.

Required Qualifications:

• 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.

Required Skills:

• 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

Preferred Qualifications:

• 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).

DirectViz Solutions, LLC (DVS) is an equal opportunity employer who prohibits discrimination and harassment against any employee or applicant for employment based on race, , 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