Senior Desktop Support & IT Solutions Lead

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

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