Help Desk Specialist

VIVA USA Inc; Madison (WI); Hybrid; USD 25,000 - 30,000; Full time

Job summary

VIVA USA Inc. in Madison, WI is hiring two Help Desk I professionals to support end users with a variety of IT issues, including password resets and network access. The role focuses on resolving Level 1 requests and documenting actions for trend analysis.

Training lasts roughly 3–5 weeks onsite, with a hybrid schedule after training that alternates between onsite and remote work. Shift hours are 4:00pm–12:30am on weekdays; occasional schedule adjustments may be needed to cover a 24x7 support

Qualifications

• 6+ months of Customer service experience and basic IT troubleshooting.
• Experience in a call center or IT support environment is preferred.
• Knowledge of common IT help desk concepts and issue resolution processes.

Responsibilities

• Provide end-user support for a variety of IT issues.
• Identify, research, and resolve technical problems.
• Respond to calls, emails, and personnel requests for technical support.
• Document, track, and monitor problems to ensure timely resolution.

Skills

Customer service

Basic IT Troubleshooting

Call center experience

Job description

Roughly 3–5-week training period likely onsite with a hybrid schedule after that. Hybrid schedule will be alternating between onsite one week and remote the next.

The clientis looking for two (2) Help Desk I's

Provides support to end users on a variety of IT issues, including but not limited to providing password and network access assistance. Identifying, researching, and resolving IT technical issues that are reported by clientemployees, citizens, customers, and monitoring systems. Responds to telephone calls, email, and personnel requests for technical support. Provides support to both clientemployees and citizens in the access and use of clientapplications. Documents, tracks, and monitors problems experienced with those applications to ensure a timely resolution and ability to spot trends. Utilizes commonly used IT support concepts, practices, and procedures with a Level 1 IT support capacity. Applies knowledge of commonly used concepts, practices, and procedures within a Level 1 IT support field. Relies on instructions and pre-established guidelines to perform the functions of the job. Primary job functions do not typically require exercising extensive independent judgment.

Responsibilities

• Provides support to end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, email, and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Has knowledge of commonly used concepts, practices, and procedures within a particular field.
• Relies on instructions and pre-established guidelines to perform the functions of the job.

Qualified candidates will have at least 6 months of prior experience with the following

• Customer service
• Basic IT Troubleshooting
• Call center experience preferably in an IT setting

Top Skills & Years of Experience

Customer Service, Basic IT Troubleshooting, Call center experience = 6 mo. experience

Nice to have skills

• Previous IT call center experience

Notes

This is a 24x7x365 support center which is open all Holidays and to ensure adequate coverage an occasional shift in work hours may be necessary.

Shift hours; Monday - Friday 4:00pm to 12:30am with 30 min unpaid lunch. 2ND SHIFT POSITION.

HYBRID role. Roughly 3–5-week training period likely onsite with a hybrid schedule after that. Hybrid schedule will be alternating between onsite one week and remote the next.

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