DirectViz Solutions, LLC
  • Warner Robins, GA, USA
  • Salary
  • Full Time

DirectViz Solutions is a high-level, strategic consulting services firm that meets mission needs for government clients. We are looking to hire a full-time Help Desk Technician. The position will be based in Warner Robbins, GA. Candidate must possess or be able to obtain a minimum of a NAC or Public Trust Security Clearance and have a current driver's license.

Essential Duties and Responsibilities:

Duties and Responsibilities consist of but are not limited to the following:

Trains help desk staff to answer and resolve incoming calls.

Analyzes help desk activity and makes recommendations for changes in help desk procedures and systems to upper management.

Confers with staff, computer users, supervisors, and managers to determine requirements for new or modified software and hardware.

Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.

Determines whether problem is caused by hardware such as printer, cables, or telephone.

Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.

Logs and tracks calls using problem management database, and maintains history records and related problem documentation.

Prepares standard statistical reports, such as help desk incident reports.

Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.

Consults with programmers to explain software errors or to recommend changes to programs.

Tests software to evaluate ease of use and whether product will aid user in performing work.

Writes software and hardware evaluation and recommendation for management review.

Develops training materials such as exercises and visual displays.

Provide support and data as requested for administrative purposes and in support of the Quality Management System

Must perform other duties as assigned at the discretion of management

Supervisory Responsibilities:

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Responsibilities include interviewing, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

 

Education and/or Experience:

Bachelor's degree and/or certification or equivalent from accredited college or technical school. Relevant experience may be considered as substitution for education.

A minimum of 2+ years of experience in an IT-related help desk support role, or

Experience managing to service levels and understand the importance of clearly knowing what level of service needs to be provided.

Experience with automated tools for managing help desk calls

Experience with providing support with problem resolution and helping users in situations ranging from simple user training on system, password or user name issues, to more complex communications and system problems.

Experience assessing the knowledge and training requirements needed for environment to include customer operations, business supported, applications, associated COTS, operating system and/or database.

Compensation includes salary and excellent benefits package.

DirectViz Solutions, LLC provides equal employment opportunity to all individuals regardless of race, color, creed, religion, gender, age, sexual orientation, national origin or ancestry, disability, genetic information, veteran status, gender identification or any other characteristic protected by state, federal or local law.

DirectViz Solutions, LLC
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