Description:Provides support to end users on a variety of IT issues, including but not limited to providing password and network access assistance. Identifying, researching, and resolving IT technical issues that are reported by the client employees, citizens, customers, and monitoring systems. Responds to telephone calls, email, and personnel requests for technical support. Provides support to both client employees and citizens in the access and use of the client applications. Documents, tracks, and monitors problems experienced with those applications to ensure a timely resolution and ability to spot trends. Utilizes commonly used IT support concepts, practices, and procedures with a Level 1 IT support capacity. Applies knowledge of commonly used concepts, practices, and procedures within a Level 1 IT support field. Relies on instructions and pre-established guidelines to perform the functions of the job. Primary job functions do not typically require exercising extensive independent judgment.This contracting position will work within the Enterprise Service Desk team to perform the following responsibilities:1. Provides support to end users on a variety of issues.2. Identifies, researches, and resolves technical problems.3. Responds to telephone calls, email, and personnel requests for technical support.4. Documents, tracks, and monitors the problem to ensure a timely resolution.5. Has knowledge of commonly used concepts, practices, and procedures within a particular field.6. Relies on instructions and pre-established guidelines to perform the functions of the job.Required SkillsBasic IT troubleshooting (6+ months)Call center experience (6+ months)Top Skills & Years of Experience: Customer Service, Basic IT Troubleshooting, Call center experience = 6 mo. experienceNice to have skills: Previous IT call center experienceNotes:This is a 24x7x365 support center which is open all Holidays and to ensure adequate coverage an occasional shift in work hours and overtime may be necessary.This position is 100% ONSITE.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:Provides support to end users on a variety of IT issues, including but not limited to providing password and network access assistance. Identifying, researching, and resolving IT technical issues that are reported by the client employees, citizens, customers, and monitoring systems. Responds to telephone calls, email, and personnel requests for technical support. Provides support to both client employees and citizens in the access and use of the client applications. Documents, tracks, and monitors problems experienced with those applications to ensure a timely resolution and ability to spot trends. Utilizes commonly used IT support concepts, practices, and procedures with a Level 1 IT support capacity. Applies knowledge of commonly used concepts, practices, and procedures within a Level 1 IT support field. Relies on instructions and pre-established guidelines to perform the functions of the job. Primary job functions do not typically require exercising extensive independent judgment.This contracting position will work within the Enterprise Service Desk team to perform the following responsibilities:1. Provides support to end users on a variety of issues.2. Identifies, researches, and resolves technical problems.3. Responds to telephone calls, email, and personnel requests for technical support.4. Documents, tracks, and monitors the problem to ensure a timely resolution.5. Has knowledge of commonly used concepts, practices, and procedures within a particular field.6. Relies on instructions and pre-established guidelines to perform the functions of the job.Required SkillsBasic IT troubleshooting (6+ months)Call center experience (6+ months)
Top Skills & Years of Experience: Customer Service, Basic IT Troubleshooting, Call center experience = 6 mo. experience
Nice to have skills: Previous IT call center experience
Notes:This is a 24x7x365 support center which is open all Holidays and to ensure adequate coverage an occasional shift in work hours and overtime may be necessary.This position is 100% ONSITE.
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