This is a hybrid position. The candidate will be required to work onsite at least two days a week.Description:The IT Service Desk Agent I will provide front line telephone\email support to internal customers with IT related software and hardware issues.Aid customers concerning the use of computer hardware (i.e. tablets, desktop, and laptop) and software (i.e. O365 & Windows Operating systems, etc.), including printing, installation, enterprise applications, electronic mail, and operating systemsPerform First Contact Resolution (FCR)Provide operational support for user identity management, username provisioning, system access, and password management. (Active Directory)Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management DatabaseUnderstand and adhere to Incident Management, Request Management, and Knowledge Management policiesTypically handles small initiatives and/or assignments independently. May work in an assisting role on larger initiatives and/or assignments projects requiring multiple agents and specialist.Skill - Required / Desired - Amount of ExperienceExperience providing support to end users w/ comp hardware and software inc. printing, installation, enterprise applications, electronic mail, and ops - Required - 2 YearsProvide operational support for user identity management, username provisioning, system access, and password management. (Active Directory) - Required - 2 YearsDevelop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database - Required - 2 YearsPrevious experience providing IT support by phone/email - Required - 2 YearsTypical Experience: 12-36 monthsNotes:This is a hybrid position. The candidate will be required to work onsite at least two days a week.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:The IT Service Desk Agent I will provide front line telephone\email support to internal customers with IT related software and hardware issues.Aid customers concerning the use of computer hardware (i.e. tablets, desktop, and laptop) and software (i.e. O365 & Windows Operating systems, etc.), including printing, installation, enterprise applications, electronic mail, and operating systemsPerform First Contact Resolution (FCR)Provide operational support for user identity management, username provisioning, system access, and password management. (Active Directory)Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management DatabaseUnderstand and adhere to Incident Management, Request Management, and Knowledge Management policiesTypically handles small initiatives and/or assignments independently. May work in an assisting role on larger initiatives and/or assignments projects requiring multiple agents and specialist.Skill - Required / Desired - Amount of ExperienceExperience providing support to end users w/ comp hardware and software inc. printing, installation, enterprise applications, electronic mail, and ops - Required - 2 YearsProvide operational support for user identity management, username provisioning, system access, and password management. (Active Directory) - Required - 2 YearsDevelop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database - Required - 2 YearsPrevious experience providing IT support by phone/email - Required - 2 YearsTypical Experience: 12-36 monthsNotes:This is a hybrid position. The candidate will be required to work onsite at least two days a week.
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