Desktop Support - Onsite

Company: Viva USA Inc.
Location: Madison
Posted on: May 16, 2025

Job Description:

Title: Desktop Support - Onsite

Please read the following job description thoroughly to ensure you are the right fit for this role before applying.

















Mandatory skills:


desktop support,
customer service,
Ivanti, SCCM,
IT service management system, IT support,
PC endpoint incidents, endpoint encryption,
Windows 11, BIOS, BitLocker, Cherwell,
Windows laptop, desktop systems, computers, peripherals, PC,
operating system, production systems, imaging computer systems, software installation,
incidents, incident resolution, task, service requests, technical issues, process improvement,
end user support, technical support,
Monitor, troubleshoot, negotiation, develop, document, ticket, problem solving,
troubleshooting, Windows, ticket system, software installation, computer stations, peripherals













Description:


This position will:
Provide technical desktop support and customer services to the client.
Monitor and resolve incidents reported in the client IT service management system (currently Cherwell). Ensure that customers are contacted and a resolution takes place within the acceptable time frame.
Monitor incidents, tasks and service requests and respond as appropriate.

Project details (project overview, who the contractor will work with, soft skills needed, etc.):
The client needs immediate assistance with several desktop initiatives vital to client .
Assist with support for PC endpoint incidents. This position will provide timely IT support to the client staff so they can more efficiently support critical client initiatives.
Assist with operational upgrades of desktop systems. Client is in process of updating the operating system of all production systems to Windows 11, as well as updating the machine BIOS, and converting our endpoint encryption-at-rest product to BitLocker.
This position will assist with various technical aspects of that move, from confirming correct setup at the new location to hands-on troubleshooting of technical issues.

The client is in need of immediate assistance with a number of initiatives that are critical not only to the work unit, but also to the client. It is important to us to acquire the service of a desktop support contractor in the client area to assist with the following specific initiatives:

Assist with support for PC endpoint incidents and problems. This position will provide timely IT support to the client division staff so they can more efficiently support critical client division services.

Assist with operational upgrades of the client division desktop systems. Windows 10 is going out of support in October. This position will assist in the upgrade of all machines to Windows 11. It is critical that we keep our Windows software up to date to minimize the risk of malware on client division computers. In addition to Windows, this position will help keep other desktop software up to date minimizing risk to the data in CARES, EHR, WEDSS, and other critical IT systems in use throughout client.


Ensure that services are delivered to customers by the stated completion date of the request. Negotiate any dates with the customer that can't be completed in the original timeline.
Work with other team members on reassignments if necessary.
Keep management informed of any developing or expanding issues.
Resolve customer's technical issues, respond to questions, and provide general assistance with desktop product use.
Escalate non-standard issues to the appropriate technical assistance team, as required.
Record task, incident, and service request actions in the IT service management system on a regular basis and per stated expectation for the type of ticket. Include supporting documentation (screen shots, logs), as appropriate. Resolve tasks, incidents, and service requests in a timely manner.
Document common incident resolutions, tips, and process improvements in shared resource area.
Escalate non-routine customer questions and concerns to management for consideration.
Set up computers, peripherals, and provide initial PC training for new client staff.

Top Required Skills & Years of Experience:
Experienced at troubleshooting issues on Windows laptops and desktops. (3+ years)
Experienced at tracking effort through a ticket system. (3+ years)
Experienced at software installation, both packages and manual. (3+ years)
Experience setting up computer stations and peripherals. (3+ years)

Nice to Have Skills:
Experience with use of desktop tools such as Ivanti or SCCM.
Experience imaging computer systems.

Notes:
Position is 100% on-site at client Office













VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at hr@viva-it.com for any complaints, comments and suggestions.




Contact Details :

Account co-ordinator: Binodh M.T, Phone : (408) 709 3343, Email: staffing10@viva-it.com

VIVA USA INC.
3601 Algonquin Road, Suite 425
Rolling Meadows, IL 60008
staffing10@viva-it.com - http://www.viva-it.com

Keywords: Viva USA Inc., Janesville , Desktop Support - Onsite, Other , Madison, Wisconsin