Description:BackgroundThe client seek a motivated and talented technical support individual to provide technical support assistance to its users, particularly for accounts, access, and other Tier-1 support matters. The individual will be a member of the CELS Research Computing teams.ScopeThe contractor is expected to provide tier-1 technical support for customers with various questions and issues regarding user accounts, access and login to computer systems, and creating documentation to guide customers on how to efficiently use our IT service and computer resources.ObjectivesProvide technical support for computer systems and users.Tasks and DeliveryResponsible for assisting users with the account signup, renewal, and reactivation process for access to resources.Responsible for providing technical support for usage of macOS and Windows OS computers.Responsible for maintaining macOS computer record enrollments in Apple Business Manager and JAMF Pro.Responsible for providing access to projects, groups, mailing lists, and Slack.Responsible for debugging issues with multi-factor authentication setup.Responsible for Improving existing helpdesk service processes where applicable.Responsible for tier-1 point of contact for all user issues, reviewing each ticket and elevating priority by triaging queries to the appropriate SME groups.Responsible for creating documentation related to getting started guides for account, project access, and usage of IT services.Responsible for onboarding new users at the facility/directorate.Responsible for assisting with user communication as appropriate.Responsible for updating and tracking customer-reported issues from submission to resolution.Responsible for the fulfillment of IT service catalog requests from customers.Required Knowledge, Skills, and Abilities2 or more years of experience working in a technical support role provide Tier-1 or Tier-2 supportBachelor’s degree in Computer Science, Information Technology, or related fieldExcellent interpersonal skills and ability to work effectively with a wide range of users and stakeholdersStrong verbal and written communication skillsStrong testing and troubleshooting skills to identify process bottlenecksSelf-starter and a team playerHands-on knowledge using ticketing software (eg. ServiceNow)Some experience working in UNIX/Linux environmentsSome working knowledge of shell scripting or other coding experienceNotes:OnsiteThe contractor is expected to work a standard 40-hour week, 8 hours daily.Work hours are Monday through Friday, 9:00 AM to 5:30 PM, excluding client holidays.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:BackgroundThe client seek a motivated and talented technical support individual to provide technical support assistance to its users, particularly for accounts, access, and other Tier-1 support matters. The individual will be a member of the CELS Research Computing teams.ScopeThe contractor is expected to provide tier-1 technical support for customers with various questions and issues regarding user accounts, access and login to computer systems, and creating documentation to guide customers on how to efficiently use our IT service and computer resources.ObjectivesProvide technical support for computer systems and users.Tasks and DeliveryResponsible for assisting users with the account signup, renewal, and reactivation process for access to resources.Responsible for providing technical support for usage of macOS and Windows OS computers.Responsible for maintaining macOS computer record enrollments in Apple Business Manager and JAMF Pro.Responsible for providing access to projects, groups, mailing lists, and Slack.Responsible for debugging issues with multi-factor authentication setup.Responsible for Improving existing helpdesk service processes where applicable.Responsible for tier-1 point of contact for all user issues, reviewing each ticket and elevating priority by triaging queries to the appropriate SME groups.Responsible for creating documentation related to getting started guides for account, project access, and usage of IT services.Responsible for onboarding new users at the facility/directorate.Responsible for assisting with user communication as appropriate.Responsible for updating and tracking customer-reported issues from submission to resolution.Responsible for the fulfillment of IT service catalog requests from customers.Required Knowledge, Skills, and Abilities2 or more years of experience working in a technical support role provide Tier-1 or Tier-2 supportBachelor’s degree in Computer Science, Information Technology, or related fieldExcellent interpersonal skills and ability to work effectively with a wide range of users and stakeholdersStrong verbal and written communication skillsStrong testing and troubleshooting skills to identify process bottlenecksSelf-starter and a team playerHands-on knowledge using ticketing software (eg. ServiceNow)Some experience working in UNIX/Linux environmentsSome working knowledge of shell scripting or other coding experienceNotes:OnsiteThe contractor is expected to work a standard 40-hour week, 8 hours daily.Work hours are Monday through Friday, 9:00 AM to 5:30 PM, excluding client holidays.
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