Help Desk Technician

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. 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. We are seeking a highly skilled Help Desk Technician to work in Washington DC. Job Summary: Responsible providing Tier I and Tier II support through taking calls and handling the resulting incidents or service requests, using the ITIL-based incident management and request fulfillment processes, in line with Help Desk performance objectives. The help desk is also a key component in providing effective problem management and remediation services to end-users' service desk functions as the single point of contact for all end-user issues. Where service requests are opened, issues are identified and documented in the servicing ticketing system. Assist in the management of all procurement, fielding, and sustainment of Crypto/Keying material and devices. Provide support in the tracking, control, and inventory requirements of Government Furnished Equipment. Moreover, help desk personnel will be designated as the SCIF/Collateral security manager. Provides support to 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. Manage the Tier 1 & 2 service calls and must be an expert in queue management. Understanding of the hardware/software tools that the Tier 1 & 2 support services provide. Perform helpdesk support for the desktop computing environment (PC, Desktop/Laptop), as well as printers, copiers, telephones, etc. Perform the day-to-day helpdesk operations and respond quickly to service request. Generate service performance metrics, monitor to ensure IT consistently achieves service goals, and provide daily, weekly, and monthly management reports. Administer all requests, incidents and problems. Assist in the processes needed to provide high quality customer service and minimum response time for service request. Act as escalation point for all requests and incidents. Assist with the development of mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers. Perform the performance of Tier 1 and Tier 2 services and support to clients (internal and external) and ensure that service levels are achieved. Ensure customer expectations are met or exceeded. Interact with internal and external customers. Assist to make Helpdesk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed). Advise management on situations that may require additional client support or escalation. Manage process for communicating outage/emergency activities to the organization. Stay current on developments within the IT industry and provide recommendations on ways to optimize speed, reduce cost, etc. Install or assist helpdesk team in installation of hardware and peripheral components, such as monitors, keyboards, printers, and disk drives, following design or installation best practices. Ensure the implementation and maintenance of fully documented procedures for imaging computing devices supported by the Director. Manage hardware inventory and provide quarterly reporting and refresh cycles. Ensure the implementation and maintenance of fully documented procedures and SOPs for I.T related and Helpdesk Support activities. Produce ad-hoc reports detailing the status of the Open and Aging Helpdesk Tickets. Ensure all users have the requisite security clearance, authorization, and need-to-know, and are aware of their security responsibilities before granting access to classified networks. Key Responsibilities: Provides support to 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. Set-up preplanned video teleconference for customers. Conduct day to day scheduling and management of Sensitive Compartmented Information Facilities (SCIFs) and/or Collateral spaces to include: Manage the day-to-day scheduling, opening, closing and other required actions for SCIF and/or Collateral spaces. Communicates with Government personnel daily. Monitor physical security including alarms, entry and exit logging, facilities checklists, compliance with SCIF and/or collateral requirements for accreditation; and Implement personnel security measures, including ensuring all visitors and staff located in the SCIF and/or Collateral spaces have proper clearances. SCIF or Collateral spaces shall be manned from 7:00 am - 5:00 pm. Directly responsible for access control, monitoring, deterring, and detecting crime against property located in the SCIF, employees, and customers. Identifies information requiring protection, such as documents, materials, and devices, and designates the level of protection based on prescribed parameters, well-defined procedures, as well as internal and external policies. Identifies and performs preliminary inquiries of incidents involving the mishandling of classified information. Recommends follow-up actions and closure of preliminary inquiries. Reports unusual or unfamiliar documentation to supervisor or higher graded specialist. Implements personnel security measures, including ensuring all visitors and staff located in the SCIF have proper clearances. Responsibilities include receiving and passing clearances from/to SCIF/Collateral facilities and maintaining accurate listings of SCI cleared staff using Security Center and other similar systems. Minimum security clearance for Contractor personnel for this order and related sub-task is Top Secret with access to Sensitive Compartmented Information (TS/SCI). Contractor shall provide a two-person helpdesk specialist during core hours (9am - 3pm) to support the Services during the following time periods: Monday - Friday, 7:00 am - 5:00 pm; except Federal Holidays and when the building is close. Shall make every attempt to have the individual post(s) manned on a normal weekly basis of eight hours (8) hours per day at the same SCIF or collateral location, not to exceed a total of twelve (12) hours within a twenty-four (24) hours period. Manage SCIF entrance control procedures, verify personnel security credentials via cleared authorized log and physical hands-on check of Department of Commerce issued identification badge Common Access Card. Manage the day-to-day video teleconference and SCIF calendars, scheduling, opening, closing and other required actions for the Sensitive Compartmented Information Facilities (SCIFs). Responsible for controlling personnel entry and exit of the SCIF, keeping automated/written records on provided forms or other defined media of all action taken, such as maintaining an access sign in log. Monitor, track, and assign availability for the classified hoteling space. Monitors day-to-day operation of help desk and serve as focal point for customer requests. Responds to and diagnoses problems through discussion with users. Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps. Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to phone calls, emails, web interface and other media platforms for customer request for technical support. Create a service desk ticket and distribute to the appropriate subject matter expert for resolution. Documents, tracks, and monitors the customer request to ensure a timely resolution. Answers and triage all service request for Tier I and II end users for either PC, server, or hardware. Installs and configures all components of the workstation configuration, such as network cards, sound cards, modems, video cards, printers, scanner, and other software and peripherals. Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Provides complete written documentation including all facets of support from initial contact, problem definition, problem resolution, and final disposition. Performs all other service desktop support operational tasks requested that are specific to environment to which they are assigned. Performs asset inventory to include equipment issue and tracking tasks when deploying new or refurbed equipment in accordance with policies. Maintains an active CAC Trusted Agent account. Serves as COMSEC co-custodian under the COMSEC Manager. Maintains adequate physical and electronic records of all account COMSEC material. Maintains records of appointment and changes of account COMSEC personnel Performs or verify destruction of crypto material and maintain adequate records of destruction. Conducts physical inventories of accountable COMSEC material. Assists wit