DESCRIPTION:SUMMARY/OBJECTIVE:The Service Desk Technician II will provide assistance to end users and remote users, track issues to resolution, document solutions, and escalate to other technicians as needed. The individual in this role will apply proven communication, analytical, and problem-solving skills to help maximize the support provided to end users.ESSENTIAL DUTIES AND RESPONSIBILITIES:Provide advanced phone/email/walkup support to internal and external users.Assist users in connecting to the network remotely.Conduct IT training and orientation for new hires.Create Active Directory accounts for new users and contractors.Troubleshoot advanced network issues.Develop procedures regarding desktop support.Review Service Desk level 1 escalations for compliance prior to escalation.Support desktop software applications.Perform laptop and desktop installations.Grant permissions to internally created applications.Other duties, as assigned.CORE COMPETENCIES:Forward Thinking: The ability to anticipate the implications and consequences of situations and take appropriate action to be prepared for possible contingencies.Thinks Critically: The ability to approach one’s work analytically by identifying issues/questions, gathering and evaluating data, and creating evidence-based recommendations or solutions.Embrace Innovation & Change The ability to respond positively to change and demonstrate flexibility, and openness to new ways of thinking and doing things.Communicate Openly & Effectively: The ability to effectively communicate in multiple modes and in a way that fosters understanding and dialogue, as well as engages with others in a way that demonstrates emotional intelligence.Performance Focused: The ability to take ownership for one’s own or one’s employees ’ performance, by setting clear goals and expectations, tracking progress against the goals, providing feedback, and addressing performance problems and issues promptly.Apply Customer Lens: The ability to provide the best service to customers (internal and external) with the goal of exceeding their expectations while maintaining integrity.Develop Self & Others: The ability to identify, learn, and apply new skills or habits as needed to perform successfully on the job.Foster Collaboration: The ability to look beyond immediate teams, broaden peer networks, and finding ways to partner with internal and external stakeholders to achieve success.EDUCATION EXPERIENCE AND SKILLS:Bachelor Degree and/or relevant technical training and certificationsThree (3) to Four (4) years’ of directly related experienceAdvanced computer expertise.Knowledge of the Microsoft Office Application Suite.Experience installing Windows and building/repairing PCs.Experience with customer service, end user support, networking technologies, ticketing systems, remove PC management, and audio visual systems is desired.PHYSICAL DEMANDS:While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is frequently required to reach with hands and arms. This is largely a sedentary role; however, the employee may occasionally be required to stand; walk and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.WORK ENVIRONMENT:This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.Notes:Hybrid Schedule 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:SUMMARY/OBJECTIVE:The Service Desk Technician II will provide assistance to end users and remote users, track issues to resolution, document solutions, and escalate to other technicians as needed. The individual in this role will apply proven communication, analytical, and problem-solving skills to help maximize the support provided to end users.ESSENTIAL DUTIES AND RESPONSIBILITIES:Provide advanced phone/email/walkup support to internal and external users.Assist users in connecting to the network remotely.Conduct IT training and orientation for new hires.Create Active Directory accounts for new users and contractors.Troubleshoot advanced network issues.Develop procedures regarding desktop support.Review Service Desk level 1 escalations for compliance prior to escalation.Support desktop software applications.Perform laptop and desktop installations.Grant permissions to internally created applications.Other duties, as assigned.CORE COMPETENCIES:Forward Thinking: The ability to anticipate the implications and consequences of situations and take appropriate action to be prepared for possible contingencies.Thinks Critically: The ability to approach one’s work analytically by identifying issues/questions, gathering and evaluating data, and creating evidence-based recommendations or solutions.Embrace Innovation & Change The ability to respond positively to change and demonstrate flexibility, and openness to new ways of thinking and doing things.Communicate Openly & Effectively: The ability to effectively communicate in multiple modes and in a way that fosters understanding and dialogue, as well as engages with others in a way that demonstrates emotional intelligence.Performance Focused: The ability to take ownership for one’s own or one’s employees ’ performance, by setting clear goals and expectations, tracking progress against the goals, providing feedback, and addressing performance problems and issues promptly.Apply Customer Lens: The ability to provide the best service to customers (internal and external) with the goal of exceeding their expectations while maintaining integrity.Develop Self & Others: The ability to identify, learn, and apply new skills or habits as needed to perform successfully on the job.Foster Collaboration: The ability to look beyond immediate teams, broaden peer networks, and finding ways to partner with internal and external stakeholders to achieve success.EDUCATION EXPERIENCE AND SKILLS:Bachelor Degree and/or relevant technical training and certificationsThree (3) to Four (4) years’ of directly related experienceAdvanced computer expertise.Knowledge of the Microsoft Office Application Suite.Experience installing Windows and building/repairing PCs.Experience with customer service, end user support, networking technologies, ticketing systems, remove PC management, and audio visual systems is desired.PHYSICAL DEMANDS:While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is frequently required to reach with hands and arms. This is largely a sedentary role; however, the employee may occasionally be required to stand; walk and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.WORK ENVIRONMENT:This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.Notes:Hybrid Schedule
(Please ensure email matches your resume email)
(document types allowed: doc/docx/rtf/pdf/txt) (max 2MB)
By submitting this form, you are consenting to the VIVA team contacting you via Phone/Email