Desktop Support - Hybrid

Title: Desktop Support - Hybrid

Mandatory skills:

Help Desk,
Technical Services,
technical support, computer support,
Microsoft operating systems, Enterprise environment,
account management, device imaging, deployment, application deployment,
configuration management, system management tools, software services, system issues,
technical, security, procedural process, end user technologies, end user support, end user devices,
server, network environment, ticketing systems, security, desktop computers, protocols, access and deployment,
IT process management, Customer service,
technical policies, technical procedures, technical guidelines,
Wi-Fi, Wi-Fi services, Wi-Fi connections, Wi-Fi issues,
Enterprise Device Configuration Management, Automation,
PC hardware, peripherals, software device, asset management, inventory, configuration management,
software applications, automation platform, software installation, software deployment,
computer management automation platform, system maintenance, device management,
install, monitor, develop, communication, maintenance, collaboration, documentation, integration, troubleshooting, problem diagnosis, problem solving

Description:

Within the Instructional Technology Services team, providing technical support to staff as part of the internal Help Desk team as well as providing account management, device imaging and deployment, application deployment, and integration of client configuration management for Help Desk staff to use daily. The position also provides an advanced troubleshooting skill set for resolving complex computer support issues prior to involving System Engineers, and assists in ensuring established technical, security, and procedural processes are followed.

The position works to support and secure end-user technologies, including system management tools and software services. Additionally, this position shares responsibility for formulating and establishing client technical policies, procedures and guidelines for monitoring, managing and maintaining personal computer systems in a complex server and network environment. This position also works within the Technical Services team to provide team and client wide leadership for administering and further developing ticketing systems for IT process management. The work environment requires team communication, cooperation, collaboration, and participation in planning.

Customer service focused technical support, problem diagnosis, troubleshooting, resolution, security, and maintenance of end-user devices and other related technologies and systems in an enterprise networked environment.
1. Provide advanced troubleshooting and diagnosis of complex systems to resolve problems with desktop computers and determine when to escalate issues to System Engineers for resolution.
2. Provide Help Desk staff with guidance on effective use of remote support tools for efficient end user support strategies and use remote tools to connect, diagnose, and resolve technical support issues as necessary.
3. Support Wi-Fi connections/issues on both client provided equipment and guest/extranet Wi-Fi services.
4. Setup and support PC hardware, peripherals, software and related devices.
5. Diagnose, research, and identify solutions as required to resolve reported system issues, escalating or teaming with System Engineers as necessary.
6. Install and support Microsoft client operating systems in an Enterprise environment.
7. Install and support office productivity software, client and cloud-based.
8. Support, install, administer, configure, and maintain commercial software applications as needed via an automation platform, including self-service access for user software installations.
9. Follow client protocols regarding use of directory services for managing access and deployment of device policy and account rights.
10. Diagnose and resolve potential end user security breaches such as malware infections or escalate, as appropriate, to client security leads.
11. Assist in monitoring systems that track security across hardware and software on end-user devices.

Enterprise Device Configuration Management, Automation, Administration, and Leadership
1. Administer asset management platform for the automated inventory and tracking of device assignment and licensing of software for managed computers.
2. Act as Technical Service team s liaison to other teams when dealing with intake, transfer, and routing of user-reported incidents.
3. Provide experience-based strategy and continuation planning for projects, including foresight and pre-planning where necessary.
4. Administer the device operating system deployments and computer management automation platform (currently System Center) for the client.
5. Lead team efforts to create, update, and troubleshoot software deployment platform.
6. Train new Help Desk employees as needed and provide documentation
7. Perform comprehensive configuration management of computer settings to ensure proper security and feature availability.
8. Support the installation, configuration and maintenance of commercial software applications as needed via automation platform, including self-service access for user software installations.
9. Participate in ongoing improvements regarding use of directory services for managing access and deployment of device policy and account rights.
10. Manage endpoint protection including automated remediation and updates.
11. Certify new equipment standards including laptops, monitors, docking stations.

Technology Help Desk Coordination and Documentation.
1. Provide direction and guidance for the processing and resolution of help desk tickets.
2. Determine best mechanisms for assignment of help request tickets among team.
3. Determine points of escalation for technology help from System Engineers by reviewing issues prior to escalation, whenever possible.
4. Document knowledge in the form of knowledge base tech notes and articles
5. Help create and modify technical help documents and FAQs for managed devices in coordination with requirements per System Engineers.
6. Provide input on increasing and improving efficient end user support strategies.
7. Work within the team to establish and maintain documentation on all platforms, protocols, standards, and system maintenance activities related to device management and troubleshooting

Top Skills & Years of Experience - 10+ years of experience in the following:
Excellent Customer Service and problem-solving skills required.
Familiar with a variety of the concepts, practices, and procedures.
Account management, device imaging and deployment, application deployment, and integration of client configuration management for Help Desk staff to use daily

Nice to have skills:
Relies on extensive experience and judgment to plan and accomplish goals. Independently performs a variety of tasks.
A wide degree of creativity and latitude is expected.

VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at for any complaints, comments and suggestions.

Contact Details :

VIVA USA INC.
3601 Algonquin Road, Suite 425
Rolling Meadows, IL 60008