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![DirectViz Solutions, LLC](https://media.trabajo.org/img/noimg.jpg)
Service Desk and Helpdesk Technician
1 month ago
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. If you are a problem-solving people-person, apply today
DVS is looking for a Service Desk and Helpdesk Technician to support a team onsite in Norfolk, VA. This position requires an active Secret Clearance.
Based in Norfolk, Virginia, USA the NCI Agency is looking for a Service Desk and Helpdesk Technician (L1 Support) - On-site, supporting the journey to support NATO's modernization of IT services, leveraging the public cloud (Microsoft 365 and Intune), delivering managed, protected, security-centric and reliable End User Services.
The NCI Agency is seeking for a dedicated and experienced Service Desk and Helpdesk Technician (L1 Support) - On-site to join our Cloud Operations support team. As Level 1 support technician, you will provide crucial support for end-user devices and Microsoft 365 services, including remote assistance, password resets, and troubleshooting M365 collaboration tools. Your role involves delivering prompt and effective technical support during core working hours to ensure user satisfaction and operational efficiency. Additionally, you will focus on automating routine support tasks using tools like PowerShell and Power Automate to improve efficiency.
The ideal candidate will have an intermediate understanding of end-user devices running Windows OS and Apple iPhones/iPads managed through Intune, familiarity with Microsoft 365 services, and experience in using automation tools to streamline support tasks. Full proficiency in English is required, along with the ability to communicate technical information clearly to non-technical users.
Required Skills:
Under the direction / guidance of the local NCIA Point of Contact or the Cloud Ops Operations Manager, the Service Desk and Helpdesk Technician (Level 1 Support) will be supporting the following activities:
1) End-User Device Support:
a) Provide first-level support for end-user devices, including desktops, laptops, tablets, and smartphones running Windows OS and Apple iPhones/iPads managed through Intune.
b) Troubleshoot and resolve hardware and software issues, ensuring minimal disruption to users.
2) Microsoft 365 Services Support:
a) Offer support for Microsoft 365 services, including Outlook, Teams, SharePoint Online, and OneDrive for Business.
b) Assist users with M365 collaboration tools, ensuring efficient use and problem resolution.
3) Remote Assistance:
a) Use remote help tools to provide support and troubleshooting for remote users.
b) Guide users through problem-solving processes remotely, ensuring clear communication and resolution.
4) Password Resets and Account Management:
a) Assist users with password resets and account unlocks in accordance with security protocols.
b) Manage intermediate user account tasks in Azure AD, including updating user information and permissions.
5) Incident Logging and Tracking:
a) Log and track support incidents using the helpdesk ticketing system.
b) Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.
6) Escalation:
a) Escalate complex issues to Level 2 support or appropriate teams when necessary.
b) Follow up on escalated issues to ensure timely resolution and user satisfaction.
7) Knowledge Base Management:
a) Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions.
b) Share knowledge and best practices with team members to improve overall service quality.
8) User Education:
a) Provide users with guidance and training on best practices for using end-user devices and M365 services.
b) Promote self-service tools and resources to empower users and reduce support requests.
9) Performance Monitoring:
a) Monitor support metrics and KPIs to ensure high-quality service delivery.
b) Participate in regular reviews to identify areas for improvement and implement corrective actions.
10) Automation and Efficiency:
a) Develop and implement automation scripts using PowerShell to streamline routine support tasks such as software installations, updates, and system checks.
b) Utilize Power Automate to create workflows that automate repetitive tasks and improve service efficiency.
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.