Desktop Support Specialist

VIVA USA Inc; Rocky Mount (NC); On-site; USD 90,000 - 130,000; Full time

Job summary

VIVA USA Inc. seeks an Expert Specialist to join the Client Services Team. The role focuses on evaluating IT incident and problem tickets, prioritizing based on business impact, and mentoring others to ensure client satisfaction and organizational success.

The specialist will take ownership of customer problems, communicate progress, and provide updates to the Support Specialists and Service Desk. They will apply extensive technical knowledge to resolve complex issues and work with various teams

Qualifications

• Experience with hardware, software, peripherals and networking protocols.
• Imaging and loading software on new computers.
• Installing local and network printers and peripherals.
• Migrating data and user profiles.
• Documenting processes and procedures in technical support.
• Working with ServiceNow call tracking system.

Responsibilities

• Lead projects by directing team efforts and coordinating actions.
• Develop and maintain documentation for all responsible areas.

Skills

Hardware & peripherals

Imaging computers

Printers & peripherals config

Data migration

Documentation

ServiceNow

Tools

Active Directory

Citrix

Email systems

Job description

The clientis seeking an Expert Specialist resource for an engagement to work with the Client Services Team.

Client Services uses technical expertise and understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact.

Proactively promotes positive customer relationships and mentors others to ensure client satisfaction and organizational success.

Takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems.

Communicates status of progress to the customer.

Provides updates on work progress to Customer Support Specialists and the Service Desk using call tracking system.

Has significant technical knowledge and serves as a resource for other technicians to help solve complex problems.

Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications.

Installs and images new computers and loads appropriate software for customers.

Deploys new business applications as needed.

Installs local and network printers and other peripherals and configuration of same.

Responsible for user data and migration of profiles as computers are replaced.

Stays abreast of current technology in a changing environment.

Identifies emerging trends and issues, researches and makes suggestions for technical solutions to solve current and future problems.

Uses extensive knowledge to develop and/or implement information technology solutions to enhance organizational success.

Works with Data Center Operations with user file server data storage, network reservations, data restores, various account creations and modifications (AD, email, CITRIX, etc.).

Works with application development teams to identify application issues at the customer level and provide technical detail in order for development teams to accurately identify problems within applications.

Works with network infrastructure teams to identify network issues at the customer level and provide significant technical detail to assist in network hardware resolutions.

Project Management

Ability to lead projects that require directing the work of others and with some latitude on actions or decisions. Leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success. Provides status on project work to management.

Develop and maintain appropriate documentation for all responsible areas

This position is responsible for creating and maintaining all documentation of process and procedures for all areas this position is responsible for. This documentation is to be used by team members for operational standards of daily work. This documentation will also be used in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external). All documentation should be reviewed annually.

System Security

It is the responsibility of all Technical Services Staff to be aware of clientsecurity policies, as well as the security issues directly affecting the systems and technology for which this position is directly involved. This position is responsible for implementing requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered IT Security Policies and standards.

Skill - Required / Desired - Amount of Experience

• Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications. - Required - 7 Years
• Installing and imaging new computers and loading of appropriate software for customers. - Required - 7 Years
• Installing local and network printers and other peripherals and configuration of same. - Required - 7 Years
• Migrating data and user profiles. - Required - 7 Years
• Documenting process and procedures related to technical field support activities. - Required - 7 Years
• Demonstrates knowledge and a working experience with ServiceNow call tracking system. - Required - 7 Years

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status