Desktop Support Specialist

Description

The Pay Rate - 27$/hr.

Top Must-Haves:

1. Focus on break fix for hardware/software and ensuring customer satisfaction

2. Working and collaborating in a team environment to solve problems and work on projects

3. Good communication and ability/desire to learn

Role Summary

Provides on-site field services support for end-user computing and workplace technology. This role delivers deskside, walk-up, and smart-hands support for a defined user community by executing standardized processes, supporting collaboration spaces, and maintaining reliable technology environments.

Key Responsibilities

Provide on-site deskside support for laptops, desktops, peripherals, operating systems, and approved software.

Deliver smart-hands support for infrastructure, network, server, and A/V teams following documented procedures.

Support conference rooms and collaboration spaces, including displays, cameras, microphones, and MTR equipment.

Perform computer deployments and refreshes, including imaging, configuration, setup, and user handoff.

Manage asset lifecycle activities, including receiving, tagging, inventory updates, redeployment, and secure disposal.

Support printers and peripherals, including basic troubleshooting, toner replacement, and vendor coordination.

Resolve incidents and requests from ServiceNow queues using documented knowledge articles and unit processes.

Operational & Documentation Duties

Execute standard, repeatable processes that are stable and well-documented.

Accurately document work, outcomes, and follow-up actions in ServiceNow and asset management systems.

Maintain basic records such as asset data, inventory logs, process documentation, and customer updates.

Communicate clearly and professionally with users, peers, and partner teams.

Problem Resolution & Escalation

Identify issues with supported environments or processes.

Resolve issues using pre-established solutions where available.

Escalate issues outside defined procedures with clear documentation and context.

Required Skills & Knowledge

Working knowledge of desktop and laptop hardware, peripherals, and operating systems.

Ability to follow KB articles and documented procedures to troubleshoot issues.

Familiarity with enterprise support tools (e.g., ServiceNow, asset systems).

Strong customer service, organization, and communication skills.

Must be able to lift 25-30 lbs to move equipment around.

Education Preferred: no but relevant experience is

Years of Experience Required: 1 year min

Manager is open to recent grads

Highly preferred skill:

Someone who has some Audio Video (A/V) experience; that might include Microsoft Teams Rooms (MTR) and conference room support

Notes:

1st shift (roughly 7:30 - 4; flexible).

• 40 hours/week. Onsite position

VIVA USA, Inc. is an IT consulting firm headquartered in Rolling Meadows, IL servicing clients nationwide. We provide services in IT, Telecom, Finance & Accounting, Clerical/Admin and Engineering categories. VIVA USA Inc 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 or disabled veteran.