Help Desk

Help Desk

Job Description

Brief Project Description
The service to be performed includes providing Identity and Account Management (IAM) services for client staff and public users of client applications, performing 1st and 2nd Tier computer support for internal client staff, and managing and deploying computers for client staff. The public-facing applications include various programs for the Divisions of Unemployment Insurance and Employment Training. The proposed service includes verifying the identity of the caller, resetting their password and or unlocking their account, instructing the caller to use self-service account recovery in the future, forwarding the call to another call center if needed for further assistance, and documenting the details of the call. The 1st and 2nd Tier computer support includes IT troubleshooting (hardware, software and network), problem documentation, customer assistance, and problem escalation. The services and quality provided will be monitored by the ITSC supervisor utilizing real-time data generated by the call manager and ticketing software, as well as quality assurance recordings.

Hardware/Software Environment
The support services includes: 1) supporting and managing computer devices (laptops and desktops), 2) handling and fulfilling software service request from customers, 3) Levaraging security tools and Identity and Account Management Tools for managing public user accounts, and 4) Service Request Management, Web-based telephony system, device management and encryption. The software includes, but is not limited to: Windows 10/11, Microsoft Office 365, Adobe products, Ricoh print software, Active Directory, VPN and multi-factor authentication tools.

Additional Comments

Required skills:
Experience providing IT support in a professional setting
Experience working with Microsoft Office Suite
Experience providing Identity management administration

Nice to have skills:
Experience working with a web-based telephony system
Experience verifying confidential account credentials
Experience working with conference room technology

Qualifications

Administrative/Technical Writing
Experience in Technical Writing and Documentation - 3 Yrs - Nice to Have

General Competencies
Excellent oral and written communication skills - 3 Yrs - Must Have
Analytical/problem solving skills - 3 Yrs - Must Have

Information Technology - Software
MS Office Products - 2 Yrs - Must Have

Information Technology - Commonly Used Software
Excel (MS) - 2 Yrs - Must Have
Word (MS) - 2 Yrs - Must Have
Outlook (MS) - 2 Yrs - Must Have

Information Technology – Security
Experience with HYENA - 2 Yrs - Nice to Have

Top Required Skills & Years of Experience
At least 1 year of experience working with digital tools, systems, or platforms with a demonstrated ability to quickly learn new technologies.
At least 6 months of experience in a customer service or client-facing role, with proven success in resolving issues and building positive relationships.
At least 6 months of experience working in team-based environments, actively contributing to shared goals and engaging in open communication with colleagues.

Nice to Have Skills:
Experience providing identity management administration
Experience working with a web-based ACD system

Previous experience providing this service for government a plus, and experience with client's environments will be especially valuable

Notes:
This position requires candidate be onsite, 1-2 days per week on an ongoing basis. Training will be onsite M-F for the first two weeks.

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.