Help Desk

In this onsite Help Desk role with viva in Madison, WI, you will support internal client staff and public users through identity and account management services and first- and second-tier computer support. You will help ensure callers can securely access the right systems, while also diagnosing and resolving hardware, software, and network issues and assisting with software service requests.

The position focuses on verifying caller identity, managing account access (including password resets and unlocks), and maintaining accurate call and problem documentation. You will also monitor service and quality indicators using call management and ticketing systems, and support computer device operations for laptops and desktops.

Responsibilities

• Provide Identity and Account Management (IAM) services for client staff and public users of client applications
• Deliver 1st and 2nd Tier computer support for internal client staff
• Manage and deploy computers for client staff
• Verify the identity of the caller
• Reset passwords and unlock accounts
• Instruct callers to use self-service account recovery for future needs
• Forward calls to another call center when additional assistance is required
• Document call details and record problem information
• Provide IT troubleshooting for hardware, software, and network issues
• Provide customer assistance, escalate problems, and support service fulfillment
• Monitor service and quality using real-time data from the call manager and ticketing software, plus quality assurance recordings
• Support and manage computer devices (laptops and desktops)
• Handle and fulfill software service requests from customers
• Leverage security tools and IAM tools to manage public user accounts
• Support service request management, web-based telephony, device management, and encryption

Requirements

• At least 1 year of experience working with digital tools, systems, or platforms, with demonstrated ability to quickly learn new technologies
• At least 6 months of experience in a customer service or client-facing role, with proven success resolving issues and building positive relationships
• At least 6 months of experience in team-based environments, contributing to shared goals and communicating openly with colleagues
• Excellent oral and written communication skills (3 Years - Must Have)
• Analytical/problem solving skills (3 Years - Must Have)
• MS Office Products experience (2 Years - Must Have)
• Excel (MS) experience (2 Years - Must Have)
• Word (MS) experience (2 Years - Must Have)
• Outlook (MS) experience (2 Years - Must Have)

Technology

• Windows 10/11
• Microsoft Office 365
• Adobe products
• Ricoh print software
• Active Directory
• VPN
• Multi-factor authentication tools
• Excel (MS), Word (MS), Outlook (MS)
• HYENA
• Web-based ACD system
• Service Request Management
• Web-based telephony system
• Device management
• Encryption
• Call manager
• Ticketing software

Nice to Have

• Experience providing IT support in a professional setting
• Experience working with Microsoft Office Suite
• Experience providing identity management administration
• Experience working with a web-based ACD system
• Experience in Technical Writing and Documentation (3 Years - Nice to Have)
• Experience with HYENA (2 Years - Nice to Have)

Work Schedule and Availability

• Selected hire must come onsite for two weeks of training, then work onsite 1-2 times per week after
• Contractor must be available online and present to meet workload requirements
• Must be available to attend scheduled meetings during client standard working hours of 7.45 am – 4.30 pm Central Time