Service Desk Technician

Service Desk Technician

Job Description

RESPONSIBILITIES
Incident Management: Serve as the initial point of contact for technical assistance via phone, email, and walkup; accurately log, track, and route tickets within the IT Service Management (ITSM) system.
Hardware Support: Configure, deploy, troubleshoot, and repair desktops, laptops, printers, scanners, and peripherals.
Software Support: Install, troubleshoot, and update standard business applications (Microsoft 365, Adobe Creative Cloud, etc.) and other client-specific software.
Account Administration: Perform basic administrative tasks in Active Directory and Azure AD, including password resets, account unlocks, and group membership management.
Onboarding/Offboarding: Setup and configure IT equipment for new hires; process equipment returns and data wiping for departing employees.
Asset Management: Maintain an accurate inventory of hardware and software assets; manage the lifecycle of IT equipment.
Remote Support: assist off-site users with VPN connectivity, Multi-Factor Authentication (MFA), and remote desktop connections.
Knowledge Base: Create and update technical documentation, knowledge base articles, and user guides to support self-service and team cross-training.
Collaboration: Escalate complex issues to Tier 3 infrastructure or security teams while maintaining ownership of the user experience.
Audio/Visual: Assist with the setup and support of conference room technology for meetings and presentations.
Security Adherence: Ensure all end-user devices comply with security policies, including patch management and anti-virus updates.Adhere to Incident, Problem, Configuration, and Change Management processes and agreed-upon service levels (SLAs).
Maven

KNOWLEDGE & EXPERIENCE
Proven experience in a Desktop Support, Help Desk, or Service Desk role (1-3 years preferred).
Operating Systems: Strong working knowledge of Microsoft Windows 11 Enterprise environments.
Ticketing Systems: Experience using ITSM tools to document and track support requests (e.g., Atlassian Jira
Service Management, ServiceNow, or similar).
Identity Management: Experience with Active Directory Users and Computers (ADUC) and Azure Active Directory for user and group management.
Remote Tools: Proficiency with remote support tools (e.g., RDP, TeamViewer, Bomgar, SCCM Remote Control).
Networking Basics: Understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN) to troubleshoot connectivity issues.
Security Tools: Experience supporting Multi-Factor Authentication (MFA) and security tokens (e.g., Cisco Duo, SafeNet, MobilePass).
Imaging & Software Deployment: Familiarity with automated computer imaging and deployment technologies (e.g., SCCM, MECM, Intune, or MDT).
Peripherals: Hands-on experience troubleshooting network printers, scanners, and docking stations.
Scripting: Basic understanding of PowerShell for task automation is a plus.
Knowledge of applicable data security/privacy policies (PII handling).

PERSONAL ATTRIBUTES
Strong commitment to and passion for customer service; ability to remain calm and professional under pressure.
Excellent written and oral communication skills; ability to communicate technical ideas in user-friendly language.
Excellent listening and interpersonal skills.
Demonstrated problem-resolution and analytical/critical thinking skills.
Keen attention to detail.
Highly self-motivated and directed.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Experience working in a team-oriented, collaborative environment.
Adaptability: Willingness to learn new technologies and processes as the environment evolves.

Required Skills
1-3 year of proven experience in a Desktop Support, Help Desk, or Service Desk role

Preferred Skills
Ticketing Systems: Experience using ITSM tools to document and track support requests (e.g., Atlassian Jira Service Management, ServiceNow, or similar).
Experience with Active Directory Users and Computers (ADUC)
Remote Tools: Proficiency with remote support tools (e.g., RDP, TeamViewer, Bomgar, SCCM Remote Control)

WORK CONDITIONS
Sitting for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.
Lifting and transporting of moderately heavy objects, such as computers and peripherals.
Physically able to lead and/or participate in training sessions, presentations, and meetings.
In-office work, primarily.

Notes:
100% Onsite
Contract to hire

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.