DirectViz Solutions, LLC
  • Sierra Vista, AZ, USA
  • Hourly
  • Full Time

DirectViz Solutions, (DVS),  is a high-level, strategic consulting services firm that meets mission needs for government clients. We are looking to hire a full-time Cyber Center Help Desk Specialist II for a new prime, 3 year contract.  The work location will be Fort Huachuca,  AZ. This position requires an active Secret clearance or the ability to obtain an interim Secret. This position will support the RCC-C, which provides cutting-edge technology in an enterprise environment.

The ideal candidate will possess experience in inside sales or customer service with some supervisory or shift lead experience.

Essential Job Duties

 

  • Create, modify and escalate Incidents/Tickets, translating user requests into logical format for use by analysts in troubleshooting
  • Resolve Incidents in accordance with documented procedures
  • Perform Quality Assurance follow-up with customers/end users
  • Perform shift lead duties in accordance with documented procedures
  • Prioritize emails in team mailbox
  • Review analysts' VIP, critical and high priority tickets for accuracy
  • Maintain and update the shift log
  • Monitor email and issue trends for master ticket creation
  • Monitor dispatch queues to ensure analysts' responses are timely
  • Monitor staffing
  • Address concerns that arise during shift
  • Provide reporting as needed
  • Maintain a professional demeanor with military, civilian and contractor customers

 

Minimum Requirements

 

 

  • Security Clearance:  Active secret clearance or the ability to obtain an interim
  • Education:  High school +3 years of inside sales or customer service or help desk experience or AA/AS or BA/BS
  • Experience:
  • Strong verbal and written communication skills
  • Excellent people and phone skills
  • Ability to prioritize and multi-task
  • Experience with Microsoft Office products (Word, Excel, Outlook)
  • Experience with Remedy ITSM
  • Type a minimum of 40 wpm
  • Work within a dynamic environment where requirements shift routinely
  • Must be able to work all shifts to include Days (0555-1425), Swings (1355-2225) and Mids (2155-0625)
  • Must be able to work weekends and holidays, as required.  Schedule is subject to change in order to fulfill the needs of the mission.

 

ADDITIONAL INFORMATION

 

Preferred/desired skills include inside sales and/or customer service experience, supervisory or shift lead experience, attention to detail and the ability to remain calm under pressure. 

 

WORK ENVIRONMENT

 

  • Work environment is normal for office setting

 

DirectViz Solutions, 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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