Service Desk Support Technician I (Remote in US)

Service Desk Support Technician I (Remote)

As the leading innovator in Vehicle-to-Government (V2Gov) technology, Vitu is transforming the way vehicles, businesses, government, and drivers interact with one another.

Vitu provides innovative, cutting-edge services to the motor vehicle industry. Our namesake solution manages titling and registration transactions in all 50 states and across multiple locations — all on one platform. With the mission of expanding and automating Vehicle-to-Government (V2Gov) transactions, the Vitu platform is reimagining how drivers, businesses and governments interact with vehicles. Vitu has offices in California, Florida, Georgia, Illinois, Indiana, Minnesota, Montana, North Carolina, New Hampshire, New Jersey, New York, Ohio, Oregon, Pennsylvania, and Virginia.

Job Summary

Under limited supervision, the Service Desk Support Technician supports multiple functions within the department by providing support within the data workflows. The Service Desk Analyst I is the first line of contact for management, internal and external clients and reviews daily processes for maintenance, process improvement, research and analyzing file processing errors and service level agreements.

Key Responsibilities

• Monitor the constant flow of data and automation processes according to predefined expectations.

• Manage multiple tasks and work according to criticality and prioritization to meet departmental and client SLA requirements.

• Aid and support technical staff internally and externally. Verify files are formatted, named, and encrypted according to predefined expectations.

• Verify file locations and files are properly archived. Analyze files, logs, reports, and processes to find and identify errors.

• Perform investigation, analysis, documentation, and solution proposal for technical issues.

• Respond promptly to file delays, issues, or concerns.

• Manage test tasks and test environments while working with other departments.

• Work with databases Manage service orders, error queues, and performance tracking requirements.

• Use support software programs, utilities, and executables to manage daily processes. May be expected to review, format, and input data for computer processing.

• Maintain and revise procedural documentation.

• Research data and application issues using documented specifications.

• Provide various levels of troubleshooting assistance to internal and external clients.

• Create new or update existing batch files. Create new or update an existing ASP page. Attend meetings pertaining to new onboarding clients and state. Record issue status and resolution in trouble ticket system Identify and resolve file processing issues.

• Communicate with stakeholders regarding status of issues, proposed resolution, and timelines.

• Create system documentation as required. Perform metrics, progress tracking, and reporting.

• Monitor Daily Tasks Assists with special projects as assigned.

• Travel Required

Minimum Qualifications and Experience

• Associate degree or equivalent experience in Computer Science, Information Technology, or a related field.

• 1–2 years of experience in a technical support or help desk environment preferred.

• Strong technical skills (Microsoft Office, Salesforce.com, or similar CRM, contact center software)

• Effective verbal & written communication skills

• Demonstrated success in implementing organizational change.

• Organization, Professionalism, and Time Management skills

• Able to motivate others and lead by example.

• Influence both customers, staff, and other managers/executives

• Sound business and financial acumen

Compensation -

The hourly rate range for this position is: $22 - $25

The final pay for this position will be determined by multiple factors including, but not limited to, location, education, experience, training and skills.

At Vitu, our engaged workforce is the key to our success. We are committed to creating a positive, inclusive, and motivating environment where employees feel valued, connected, and empowered. We have an Employee first culture and foster a collaborative environment where innovation, creativity, diverse ideas and opinions are valued. We value each team member and ensure they have the opportunity to grow and contribute to the success of our organization.

At Vitu, we care for our employees and their families. We offer a comprehensive benefits package including -

• Healthcare Coverage for you and your family covering Medical, Dental & Vision

• Tax Advantage accounts such as Health Savings Account (HSA) & Flexible Spending Accounts (FSA)

• Generous PTO

• Pet Insurance

• Retirement Planning

• ID Theft Insurance

• Life and Disability Insurance

• Commuter Benefits

• Accident & Hospital, Critical Illness Insurance

• Tuition Reimbursement

Vitu is an Equal Employment Opportunity Employer. We value diversity and are dedicated to providing an equal and inclusive working environment. We are committed to providing an environment that is free from discrimination and harassment. We do not discriminate on the basis of race, color, religion, age, sex, sexual orientation, gender identity, ethnicity, national origin or ancestry, disability, marital status, veteran status or any other category protected by applicable federal, state or local law. Vitu is committed to providing reasonable accommodations when requested by an applicant or employee with disabilities, unless such accommodations would cause undue hardship.