Help Desk Specialist

About the company:

VivSoft is an emerging technology company that specializes in using modern technologies to solve our clients' toughest mission challenges. We are focused on Cloud, Enterprise DevSecOps, Artificial Intelligence, and Digital Customer Experience to drive mission-enabling digital transformation. Our passion is building mission-focused, open, scalable solutions. We are a diverse team of strategists, engineers, designers, and creators experienced in building high-performance software and AI factory accelerators by embracing automation.

Job summary:

The Enterprise Service Desk Specialist provides advanced technical support and troubleshooting for enterprise systems, cloud platforms (such as M365, AWS, and Google), and IT hardware/software applications. With a minimum of 5 years of experience, this role is critical in ensuring seamless operations and end-user satisfaction across enterprise environments. The specialist is also responsible for accurately documenting incidents and service requests using help desk software while delivering timely and effective resolutions.

Job Responsibilities:

Provide technical support for enterprise IT hardware, software systems, and cloud-based platforms (M365, AWS, Google Cloud).

Respond to and resolve help desk tickets promptly, ensuring user satisfaction.

Troubleshoot and resolve complex technical issues related to systems, applications, and network connectivity.

Maintain accurate and detailed records of all help desk interactions using designated tracking software.

Escalate unresolved issues to appropriate internal teams and follow up to ensure timely resolution.

Assist with software installations, updates, system configurations, and user account management.

Offer guidance and training to users on enterprise systems and software applications.

Collaborate with IT and cloud services teams to improve overall system performance and support processes.

Ensure adherence to service level agreements (SLAs) and company IT support standardsQualifications and Skills:

Minimum 5 years of experience as an Enterprise Services Desk Specialist or similar role.

Strong expertise in supporting M365, AWS, and Google Cloud platforms.

Proven experience providing technical support for IT hardware and software systems.

Proficient in using help desk ticketing systems to log and track support activities.

Excellent troubleshooting and problem-solving skills.

Strong verbal and written communication skills.

Ability to work independently and collaboratively within a team environment.

Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.

Relevant certifications (e.g., CompTIA A+, Microsoft Certified, AWS Certified Cloud Practitioner) are a plus.

Benefits:

Comprehensive Medical, Dental, and Visions Plans (Healthcare benefits are 100% employer-paid for employees only)

Life Insurance

Paid Time Off (Flexible/Combined PTO, Bereavement Leave, 11 Company Paid Holidays)

401K Retirement Plan with employer match

Professional Development Training Reimbursement

Flexible/remote work schedules