Description:This position will:Provide technical desktop support and customer services to the client.Monitor and resolve incidents reported in the client IT service management system (currently Cherwell). Ensure that customers are contacted and a resolution takes place within the acceptable time frame.Monitor incidents, tasks and service requests and respond as appropriate.Project details (project overview, who the contractor will work with, soft skills needed, etc.):The client needs immediate assistance with several desktop initiatives vital to client .Assist with support for PC endpoint incidents. This position will provide timely IT support to the client staff so they can more efficiently support critical client initiatives.Assist with operational upgrades of desktop systems. Client is in process of updating the operating system of all production systems to Windows 11, as well as updating the machine BIOS, and converting our endpoint encryption-at-rest product to BitLocker.This position will assist with various technical aspects of that move, from confirming correct setup at the new location to hands-on troubleshooting of technical issues.The client is in need of immediate assistance with a number of initiatives that are critical not only to the work unit, but also to the client. It is important to us to acquire the service of a desktop support contractor in the client area to assist with the following specific initiatives:Assist with support for PC endpoint incidents and problems. This position will provide timely IT support to the client division staff so they can more efficiently support critical client division services.Assist with operational upgrades of the client division desktop systems. Windows 10 is going out of support in October. This position will assist in the upgrade of all machines to Windows 11. It is critical that we keep our Windows software up to date to minimize the risk of malware on client division computers. In addition to Windows, this position will help keep other desktop software up to date minimizing risk to the data in CARES, EHR, WEDSS, and other critical IT systems in use throughout client.Ensure that services are delivered to customers by the stated completion date of the request. Negotiate any dates with the customer that can’t be completed in the original timeline.Work with other team members on reassignments if necessary.Keep management informed of any developing or expanding issues.Resolve customer’s technical issues, respond to questions, and provide general assistance with desktop product use.Escalate non-standard issues to the appropriate technical assistance team, as required.Record task, incident, and service request actions in the IT service management system on a regular basis and per stated expectation for the type of ticket. Include supporting documentation (screen shots, logs), as appropriate. Resolve tasks, incidents, and service requests in a timely manner.Document common incident resolutions, tips, and process improvements in shared resource area.Escalate non-routine customer questions and concerns to management for consideration.Set up computers, peripherals, and provide initial PC training for new client staff.Top Required Skills & Years of Experience:Experienced at troubleshooting issues on Windows laptops and desktops. (3+ years)Experienced at tracking effort through a ticket system. (3+ years)Experienced at software installation, both packages and manual. (3+ years)Experience setting up computer stations and peripherals. (3+ years)Nice to Have Skills:Experience with use of desktop tools such as Ivanti or SCCM.Experience imaging computer systems.Notes:Position is 100% on-site at client Office 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
Description:This position will:Provide technical desktop support and customer services to the client.Monitor and resolve incidents reported in the client IT service management system (currently Cherwell). Ensure that customers are contacted and a resolution takes place within the acceptable time frame.Monitor incidents, tasks and service requests and respond as appropriate.Project details (project overview, who the contractor will work with, soft skills needed, etc.):The client needs immediate assistance with several desktop initiatives vital to client .Assist with support for PC endpoint incidents. This position will provide timely IT support to the client staff so they can more efficiently support critical client initiatives.Assist with operational upgrades of desktop systems. Client is in process of updating the operating system of all production systems to Windows 11, as well as updating the machine BIOS, and converting our endpoint encryption-at-rest product to BitLocker.This position will assist with various technical aspects of that move, from confirming correct setup at the new location to hands-on troubleshooting of technical issues.
The client is in need of immediate assistance with a number of initiatives that are critical not only to the work unit, but also to the client. It is important to us to acquire the service of a desktop support contractor in the client area to assist with the following specific initiatives:
Assist with support for PC endpoint incidents and problems. This position will provide timely IT support to the client division staff so they can more efficiently support critical client division services.
Assist with operational upgrades of the client division desktop systems. Windows 10 is going out of support in October. This position will assist in the upgrade of all machines to Windows 11. It is critical that we keep our Windows software up to date to minimize the risk of malware on client division computers. In addition to Windows, this position will help keep other desktop software up to date minimizing risk to the data in CARES, EHR, WEDSS, and other critical IT systems in use throughout client.
Ensure that services are delivered to customers by the stated completion date of the request. Negotiate any dates with the customer that can’t be completed in the original timeline.Work with other team members on reassignments if necessary.Keep management informed of any developing or expanding issues.Resolve customer’s technical issues, respond to questions, and provide general assistance with desktop product use.Escalate non-standard issues to the appropriate technical assistance team, as required.Record task, incident, and service request actions in the IT service management system on a regular basis and per stated expectation for the type of ticket. Include supporting documentation (screen shots, logs), as appropriate. Resolve tasks, incidents, and service requests in a timely manner.Document common incident resolutions, tips, and process improvements in shared resource area.Escalate non-routine customer questions and concerns to management for consideration.Set up computers, peripherals, and provide initial PC training for new client staff.Top Required Skills & Years of Experience:Experienced at troubleshooting issues on Windows laptops and desktops. (3+ years)Experienced at tracking effort through a ticket system. (3+ years)Experienced at software installation, both packages and manual. (3+ years)Experience setting up computer stations and peripherals. (3+ years)Nice to Have Skills:Experience with use of desktop tools such as Ivanti or SCCM.Experience imaging computer systems.Notes:Position is 100% on-site at client Office
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