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Help Desk

Madison, WI 10.0 Months
Full-Time $17-$22/hr





Accepted: .doc, .docx, .pdf, - max 20MB
Posted: Jul 30, 2026
Ref: BTWIHD306

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Help Desk Support

Government - State Jul 24, 2026
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Position Overview


Brief Project Description
The service to be performed includes providing Identity and Account Management (IAM) services for the 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 Client 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.

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 IT support in a professional setting
Experience working with Microsoft Office Suite
Experience providing identity management administration
Experience working with a web-based ACD system

Qualifications

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

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

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

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

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

Notes:
Selected hire will be required to come onsite for two weeks of training then 1-2 times per week after.
The contractor will be required to be available online, be present to meet all workload requirements, and must be available to attend all scheduled meetings during client standard working hours of 7.45 am – 4.30 pm Central Time.


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.
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Competitive Benefits

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Health & Future Fully Covered

At VIVA, employee well-being is paramount. Our comprehensive benefits package ensures your health, financial security, and quality of life are always prioritized.

Health Insurance

VIVA provides employees access to a comprehensive group health insurance plan (Medical, Dental, Vision, Basic Life, Term Life, and Accidental Death) through our flexible PPO plan-allowing you the freedom to choose healthcare providers.

401(k) Retirement Planning

Plan securely for your future with automatic payroll deductions into a tax-advantaged 401(k) retirement plan, including employer-matching contributions for eligible employees.

Performance Bonuses & Referrals

Earn performance-based bonuses and generous referral incentives of up to $500 when recommending talented candidates who become part of the VIVA family.

Biweekly Direct Deposit

Enjoy timely and convenient payroll with biweekly direct deposit to your chosen financial institution. Biweekly Direct Deposit

VIVA Perks Program

Access exclusive employee discounts and savings on electronics, travel, groceries, apparel, and more through our dedicated VIVA Perks Program.

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Related Openings

Help Desk Support

Government - State Jul 24, 2026
Madison, WI 10.0 Months

Help Desk

Reference Number: BTWIHD306
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