𝐓𝐢𝐭𝐥𝐞: Desktop Support Specialist - Onsite
𝐌𝐚𝐧𝐝𝐚𝐭𝐨𝐫𝐲 𝐬𝐤𝐢𝐥𝐥𝐬:
networking protocols, networking communications, network infrastructure, network printers, network issues,
security issues, security policy, system security, application development, application issues,
hardware, software, peripherals, components, migrating data, user profiles, user data, ticketing system,
protect data, customer relationship, call tracking system, computer imaging, business applications,
file server data storage, network reservations, data restores, account creations, account modifications,
Technical Services, Data Center Operations, IT Security Office, IT Security Policies, IT Security standards, IT incident,
ServiceNow,
Customer Support, Service Desk,
technical support, technical expertise, technical solution,
Desktop Support Specialist,
𝐃𝐞𝐬𝐜𝐫𝐢𝐩𝐭𝐢𝐨𝐧:
This request is for a Desktop Support Specialist to assist Client Services Operations to help support the high number of Service Desk requests, hardware installations, and customer software support in Edenton and surrouding counties.
The client is seeking an Expert Specialist resource for an engagement to work with the Client Services Team. Client Services uses technical expertise and understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact. Proactively promotes positive customer relationships and mentors others to ensure client satisfaction and organizational success. Takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems. Communicates status of progress to the customer. Provides updates on work progress to Customer Support Specialists and the Service Desk using call tracking system. Has significant technical knowledge and serves as a resource for other technicians to help solve complex problems. Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications. Installs and images new computers and loads appropriate software for customers. Deploys new business applications as needed. Installs local and network printers and other peripherals and configuration of same. Responsible for user data and migration of profiles as computers are replaced. Stays abreast of current technology in a changing environment. Identifies emerging trends and issues, researches and makes suggestions for technical solutions to solve current and future problems. Uses extensive knowledge to develop and/or implement information technology solutions to enhance organizational success. Works with Data Center Operations with user file server data storage, network reservations, data restores, various account creations and modifications (AD, email, NCID, CITRIX, etc.). Works with application development teams to identify application issues at the customer level and provide technical detail in order for development teams to accurately identify problems within applications. Works with network infrastructure teams to identify network issues at the customer level and provide significant technical detail to assist in network hardware resolutions.
Project Management -
Ability to lead projects that require directing the work of others and with some latitude on actions or decisions. Leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success. Provides status on project work to management.
Develop and maintain appropriate documentation for all responsible areas -
This position is responsible for creating and maintaining all documentation of process and procedures for all areas this position is responsible for. This documentation is to be used by team members for operational standards of daily work. This documentation will also be used in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external). All documentation should be reviewed annually.
System Security
It is the responsibility of all Technical Services Staff to be aware of the client security policies, as well as the security issues directly affecting the systems and technology for which this position is directly involved. This position is responsible for implementing requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered IT Security Policies and standards.
Skill - Required / Desired - Amount of Experience
Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications. - Required - 7 Years
Installing and imaging new computers and loading of appropriate software for customers. - Required - 7 Years
Installing local and network printers and other peripherals and configuration of same. - Required - 7 Years
Migrating data and user profiles. - Required - 7 Years
Documenting process and procedures related to technical field support activities. - Required - 7 Years
Demonstrates knowledge and a working experience with ServiceNow call tracking system. - Required - 7 Years
Comfortable with traveling for the role. - Required - 7 Years
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
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