𝐓𝐢𝐭𝐥𝐞: Client Technologies Technician
𝐌𝐚𝐧𝐝𝐚𝐭𝐨𝐫𝐲 𝐬𝐤𝐢𝐥𝐥𝐬:
help desk support, IT support,
Windows operating systems, Microsoft Office, Microsoft 365,
IT, banking, finance,
help desk software, ticketing systems,
Active Directory, Microsoft Entra ID, Intune, account management, device management,
IT operations, customer service support,
desktops, laptops, mobile devices, printers, software applications,
ticketing system, hardware support, diagnosing, repairing, warranty repairs, vendor repairs,
IT asset inventory, tracking equipment, retirement, financial data, accounting data
𝐃𝐞𝐬𝐜𝐫𝐢𝐩𝐭𝐢𝐨𝐧:
The client is looking for a Client Technologies Technician - Entry - IT Operations Specialist
The role provides front-line technical and customer service support to client staff in a formal financial environment, resolving routine issues, escalating complex problems, and supporting day-to-day IT operations and initiatives under supervision.
Daily Duties / Responsibilities:
Serve as the first point of contact for staff seeking IT assistance by phone, email, or in person.
Aim to deliver consistent, high-touch support with a focus on first-response resolution.
Troubleshoot and resolve routine issues with desktops, laptops, mobile devices, printers, and standard software applications.
Escalate complex problems to senior IT staff or managed service providers while keeping users informed.
Process account setup, password resets, and access requests in line with client policies and security standards.
Manage security and distribution group membership in line with client access policies.
Perform post-maintenance testing after managed service provider maintenance windows and report issues.
Open, track, and follow up on tickets with managed service providers through resolution.
Document requests, resolutions, and user feedback in the client's ticketing system.
Educate users on IT best practices, system usage, and client technology guidelines.
Support IT initiatives and projects under supervision, such as equipment rollouts and software updates.
Perform occasional break/fix and hardware support, including diagnosing, repairing, or replacing desktops, laptops, peripherals, and mobile devices, and coordinating warranty or vendor repairs.
Maintain IT asset inventory, including tracking equipment assignment, receipt, deployment, and retirement, and keep inventory records accurate and audit-ready
Maintain strict confidentiality and security when handling sensitive financial and accounting data.
Monitor and perform occasional rotating after-hours work to address incidents, support system maintenance, and meet deadlines.
Required Skills (Rank in order of Importance):
1. 2+ years of help desk or IT support experience
2. Working knowledge of Windows operating systems, Microsoft Office/Microsoft 365, and general IT support practices
Preferred Skills (Rank in order of Importance):
1. Experience in a customer-facing role (IT, banking, finance, or another professional service industry)
2. Experience with help desk software and ticketing systems
3. Exposure to Active Directory, Microsoft Entra ID, and Intune for account and device management
4. Experience working with managed service providers or submitting and tracking vendor tickets
Additional Skills:
Patience, empathy, and professionalism with all users; clear verbal and written communication; curiosity and resourcefulness in problem-solving, with sound judgment on when to escalate. Candidates must be able to pass a background and credit check prior to start. Commitment to integrity, confidentiality, and attention to detail in a government and financial services setting. Ability to prioritize, stay organized, and remain calm under pressure. Ability to build professional relationships and manage user expectations in a formal, fast-paced environment. Strong customer service skills, with the ability to explain technical concepts in simple terms
Physical requirements: Must be able to lift and carry equipment weighing up to 50 pounds, and to bend, reach, and work under desks and in equipment areas as needed for hardware support.
Required Education:
Bachelor’s degree in Information Technology, Computer Science, or a related technical field; equivalent work experience in information technology or information security may be considered.
Preferred Certifications:
1. CompTIA A+
2. ITIL Foundation
3. Microsoft Certified Fundamentals (e.g., Microsoft 365)
Required Skills
2+ years of help desk or IT support experience
Working knowledge of Windows operating systems, Microsoft Office/Microsoft 365, and general IT support practices
Preferred Skills
Experience in a customer-facing role (IT, banking, finance, or another professional service industry)
Experience with help desk software and ticketing systems
Exposure to Active Directory, Microsoft Entra ID, and Intune for account and device management
Experience working with managed service providers or submitting and tracking vendor tickets
Certification
At least one of the following Certifications: CompTIA A+, ITIL Foundation, Microsoft Certified Fundamentals
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 :
Account co-ordinator: Binodh Thankappan
VIVA USA INC.
3601 Algonquin Road, Suite 425
Rolling Meadows, IL 60008
