User Technology Specialist

VIVA USA Inc; Phoenix (AZ); On-site; USD 52,000 - 60,000; Full time

Job summary

VIVA USA Inc in Phoenix, AZ is seeking a User Technology Specialist to deliver frontline technical support to end users across the organization. You will troubleshoot hardware, software, connectivity, and access issues while delivering an exceptional customer experience. The role reports to the Client Technology Services Division.

Ideal candidates learn quickly, stay organized, and handle multiple requests with minimal supervision. Onsite work from 8:00 AM to 5:00 PM is expected.

Qualifications

• Two years of experience providing technical support to users in a networked workplace.
• Experience documenting, tracking, and resolving support requests using a ticketing system.
• Ability to communicate technical information clearly to users with varying knowledge.
• Organize and prioritize multiple service requests and follow established procedures.
• Substitution of education/experience combinations allowed.

Responsibilities

• Provide frontline technical support for end users across the organization.
• Troubleshoot hardware, software, connectivity, and access issues.
• Collaborate with technical teams to resolve complex problems.
• Document and track support activities in the ticketing system.

Skills

Communication skills

Multitasking

Customer service

Problem solving

Documentation

Tools

ServiceNow

RemedyForce

Job description

The clientis seeking a User Technology Specialist. The User Technology Specialist provides frontline technical support for end users across the organization and collaborates with technical teams to resolve complex issues, supports technology initiatives, and contributes to the continuous improvement of IT services. This role is responsible for troubleshooting hardware, software, connectivity, and access issues while delivering an exceptional customer experience. The position will report tothe ClientTechnology Services Division.

IDEAL CANDIDATE

• Ability to learn new technologies quickly and adapt to evolving business needs.
• Proactive, organized, and able to manage multiple tasks with minimal supervision.
• Maintains a positive attitude while supporting a diverse user base with varying technical skill levels.
• Other combinations of experience and education that meet the minimum qualifications may be substituted.

Must Haves:

• Two years of experience providing technical support to users in a networked workplace environment, including troubleshooting computer hardware, software, peripheral equipment, connectivity, or user-access issues.
• Working knowledge of desktop operating systems, standard business applications, computer hardware, mobile devices, printers, and common network-connectivity concepts.
• Experience documenting, tracking, and resolving technical support requests using a ticketing or service-management system.
• Ability to communicate technical information clearly and professionally to users with varying levels of technical knowledge.
• Ability to organize and prioritize multiple service requests, follow established procedures, and escal...
• Other combinations of education and experience that provide the knowledge, skills, and abilities required to perform the work may be considered.

PREFERRED QUALIFICATIONS

• The minimum qualifications listed above, plus experience in/with the following:
• Contributing to endpoint management efforts such as deployments, updates, or policy enforcement.
• Troubleshooting escalated Level 2 issues involving hardware, software, and peripherals.
• Supporting a broad user base including field staff, office employees, and management.
• Utilizing tools such as imaging solutions, deployment utilities, and software installers.
• Creating or updating user-facing documentation, guides, or knowledge base articles.
• Working in a team environment with varied technical roles and responsibilities.
• Using a ticketing system such as ServiceNow or RemedyForce to track, prioritize, and document daily support tasks.
• Supporting identity and access administration using Active Directory, including users, computers, and security groups.
• Supporting endpoint configuration, software deployment, patching, and policy enforcement using tools such as Microsoft Configuration Manager (SCCM) or Tanium.
• Supporting secure remote access and troubleshooting VPN-related issues using Palo Alto GlobalProtect or similar technology.
• Deploying, configuring, and troubleshooting Windows 11 devices, including operating system, application, driver, user profile, and performance issues.

Notes:

• 100% Onsite
• 8:00 AM - 5:00 PM

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