The IT Client Services Team is seeking an experienced, self-motivated Helpdesk Representative III with demonstrated competence and thought leadership capability to contribute toward the success of our business operations and improvement initiatives. The Helpdesk Representative III is responsible for effectively provisioning, configuring, installing, operating, documenting, maintaining, monitoring and reporting of systems hardware, software and related infrastructure performance.Primary Responsibilities:Under supervision, assists clients with Tier I issues and Tier II support for issues beyond their subject matter expertise. Work and communicate with state employees, internal clients, to provide information and services targeted to meet client expectations. Analyze information to determine nature and extent of client requirements and concerns. May serve as liaison between clients and technical staff in implementation and development of business process automation. Provides ongoing operational and user assistance to address application problems, provide on-call application support and assist users with application operations. Responds to internal and external client concerns both remotely and to provide desk side support as well. Receives additional training as required, to gain full proficiency and experience in all areas. May perform clerical duties in support of the unit. Provides information to answers to inquiries from external clients regarding all aspects of specific program area of unit.Provide on-line and desk side helpdesk services for all users, to identify and resolve IT operational issues.Provided documented service procedures for all resolutions.Provide end user support (including IT Incident, Problem, or Request Tickets) for all end user-based systems (e.g., business and/or custom applications, devices).Demonstrate experience designing, installing and supporting workstations, and client IT systems environment containing a blend of Windows Servers 2008-2012, Windows workstations, LAN, VPN, O365 E5, Microsoft SharePoint, Active Directory, VOIP, business and custom applications.Demonstrate experience installing and supporting one or more recent Microsoft enterprise level products (Exchange 2007 or newer, SQL 2005 or newer, MS Access, ODBC, System Center suite, SharePoint 2010 or newer, etc.).Perform printer installations and toner replacement activities.Proactively provide KPI reports, and documentation on systems / application operations using Microsoft Office (Word, Excel, or PowerPoint)Minimum Qualifications:Incumbent shall possess High school diploma or GED and 2-3 years of experience handling clients, questions, complaints, and/or providing information. Bachelor’s Degree from an accredited college or university in a computer related field – i.e. Computer Information Systems or Computer Science is a plus.Demonstrate excellent interpersonal, oral and written communication skills.Imaging machines (Dell/Win 10) and Inventory Management experience is desiredDemonstrated experience working in ITIL Service Management organization is a plus.Additional Skills:Technically competent with knowledge of systems management, development and implementation methods and infrastructure.Demonstrated experience working in ITIL Service Management organization and ServiceNow experience is a plus.
CCNA (Cisco Certified Network Associate).Excellent problem-solving skills required.Qualifications:Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college AND One year of experience providing software of hardware customer supportOR High school diploma or GED AND Two years of experience providing software or hardware customer support of technical assistance to computer usersOR Two years of experience at the lower-level Help Desk Support Specialist 2 or position equivalent.Skill Required / Desired Amount of ExperienceDesktop Support - Windows 7/10, Office 365, Adobe Professional Required 2 YearsActive Directory Required 2 YearsSharePoint Support Highly desired 2 YearsPrinter support, including toner replacement, and Print server administration Required 2 YearsService Now incident reporting Highly desired 2 YearsDesktop Imaging Management Required 2 YearsInventory Management and Support Required 2 YearsGood customer service, personable desk side engagement, and overall good customer support interaction Required 2 Years
At VIVA, employee well-being is paramount. Our comprehensive benefits package ensures your health, financial security, and quality of life are always prioritized.
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.
Plan securely for your future with automatic payroll deductions into a tax-advantaged 401(k) retirement plan, including employer-matching contributions for eligible employees.
Earn performance-based bonuses and generous referral incentives of up to $500 when recommending talented candidates who become part of the VIVA family.
Enjoy timely and convenient payroll with biweekly direct deposit to your chosen financial institution. Biweekly Direct Deposit
Access exclusive employee discounts and savings on electronics, travel, groceries, apparel, and more through our dedicated VIVA Perks Program.