Technical Support Specialist (Tier II)

Job Description

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. 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 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 escalate 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 supportIncident, 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 groupsPreferred 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 MonitoringPhysical 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