Cyber Center Help Desk Specialist II (Shift Lead) -Sierra Vista, AZ

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!

We are looking for a full-time Cyber Center Help Desk Specialist II (Shift Lead). This position requires an active secret clearance. The work location will be Fort Huachuca, AZ position and will support the RCC-C, which provides cutting-edge technology in an enterprise environment.

DESCRIPTION:

• Lead shifts ranging from 1 to 12 analysts (to include coordinating breaks, lunches, etc.)
• Monitor group mailboxes and prioritize emails by order of importance
• Recognize and communicate issues/trends observed from emails and ticket creations
• Monitor team ITSM queues for activity
• Ensure accuracy of shift's high and critical priority tickets
• Provide guidance and direction to help desk specialists on the team's processes and procedures
• Maintain the shift log and ensure accurate, thorough and clear communication from shift to shift
• Assist with training (as requested)
• Provide reporting (as needed)
• Perform quality assurance follow-up with customers/end users
• Create, modify and escalate Incidents/tickets, translating user requests into logical format for use by analysts in troubleshooting
• Resolve incidents/tickets in accordance with documented procedures
• Maintain a professional demeanor with our military, civilian and contractor customers

MINIMUM EDUCATION & EXPERIENCE:

• HS +3 years of customer service, inside sales or help desk experience
• Or AA/AS +1 year of customer service, inside sales or help desk experience
• Or BA/BS
• Active Secret clearance or the ability to obtain an interim Secret clearance

REQUIRED SKILLS:

• 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 (day/swing/midnight)
• Must be able to work weekends and holidays, as required. Schedule is subject to change in order to fulfill the needs of the mission.

PREFERRED SKILLS & EDUCATION:

• Regional cyber center help desk experience
• Management experience
• Attention to detail
• Organizational skills
• Ability to remain calm under pressure.

PHYSICAL REQUIREMENTS:

• Ability to sit, stand, walk for extended periods of time
• Ability to use a computer
• Ability to climb, kneel or crawl
• Ability to lift up to 20+ lbs.

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.