Tier 2 Support Technician (Temp Work)

DirectViz Solutions, LLC•Alexandria, VA

19h•Onsite

About The Position

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 Tier 2 Support Technician to work onsite in Alexandria, VA. This position will require the ability to obtain a public trust clearance. This is a contract position that runs form 4/1/2026 - 12/19/2026. The candidate will be responsible for deskside support of an environment composed of 90% Intel based PC and 10% Apple workstations and several custom business applications. The candidate shall be prepared to perform resolution of workstation issues (diagnosis/remediation, application install/configuration/removal, performance analysis/tuning). Where required the Tier II candidate will escalate to other teams within and/or outside the Service Desk. The Candidate is expected to serve as a point of contact for move related activities and requests. The Move Team provides Service Desk support for federally managed office relocations, configurations and space management. Tier II Roles and Responsibilities Login to ACD by 0800 daily, ready to take calls until 1700 and ready to work unless otherwise directed and remain on the designated status given by supervisor Create, log support tickets in CRM tool (ServiceNow) for each phone call, email, request for assistance with requisite details Troubleshoot advance technical support calls Resolve or escalate tickets to other applicable support groups Responding to customer inquiries Configure workstations/laptops Receive, log and track move related requests via ServiceNow Provide clear communication to stakeholders regarding move schedules and tickets. Escalate complex requests to Service Desk leadership Maintain custody records

Requirements

Bachelors and 1 year of related experience or High School Diploma and 7 years' experience.
Hardware/Application Support (Diagnosis/Remediation, Access (password) Reset, Application Install/Configuration/Removal, Performance Tuning)
Incident/Request (Analysis, Documentation)
Workstation Imaging/Reimaging
Mobile Device Management (Provision, Reset, Remote Wiping)
Printer Support (Setup, Toner/Parts Replacement, Queue Setup, Diagnosis/Remediation)
Root Cause Analysis
Active Directory Management
CRM/Ticketing/ACD Systems
Release Management
Effective written and oral communication skills

Nice To Haves

Move Coordination Desired Skills
ITIL Service Management
Policy Analysis
Workstation Patching/Testing
CRM/Ticketing/ACD Systems
Release Management
Knowledge Management
Space/facilities management

Responsibilities

Login to ACD by 0800 daily, ready to take calls until 1700 and ready to work unless otherwise directed and remain on the designated status given by supervisor
Create, log support tickets in CRM tool (ServiceNow) for each phone call, email, request for assistance with requisite details
Troubleshoot advance technical support calls
Resolve or escalate tickets to other applicable support groups
Responding to customer inquiries
Configure workstations/laptops
Receive, log and track move related requests via ServiceNow
Provide clear communication to stakeholders regarding move schedules and tickets. Escalate complex requests to Service Desk leadership
Maintain custody records