Help Desk Tier II -(Denver) USGS

Sharp Solutions Inc•Denver, CO

About The Position

Join our team supporting USGS Service Desk! JOB RESPONSIBILITIES Service Desk (Tier 2) staff shall receive, diagnose, distribute, and track the status of service requests for assistance regarding any service the USGS has (IT related and Non-IT Related) via the provided Service Desk support management tool (currently Remedy). The Service Desk will follow Information Technology Infrastructure Library (ITIL), Knowledge-Centered Support (KCS), best practices and established procedures and processes. End User Support includes Desktop support services that cannot be resolved remotely by Tier I.

Requirements

2+ years of help desk support experience
Experience with Microsoft Windows 7/10, Active Directory, Apple/iOS and Android devices, Microsoft Remote Desktop, Bomgar, Footprints, Remedy.
Experience using Google Mail, Calendar and Drive
Strong written and oral communication skills are required
Must have a positive team player attitude
Strong analytical skills and be a creative self-starter with the ability to work both independently and as a team player
Excellent time management skills to coordinate many different types of diverse activities
High level of analytical and technical skills and mastery of software is required to maintain data
Must be organized and detail-oriented
Ability to interact with all levels of an organization in a professional, diplomatic, and tactful manner

Nice To Haves

Bachelor's degree in Computer Science, Engineering, or a related field is preferred

Responsibilities

Enter and manage technical support incidents in a ticketing system
Troubleshoot, identify, and resolve problems and escalating problems to appropriate systems engineers
Troubleshoot and resolve Tier 2 support issues via phone, email, remote desktop and on site, using remote desktop tools (Microsoft Remote Desktop, Bomgar)
Resolve issues and maintaining customer contacts according to a specified service level
Provide customer support personnel with adequate training to maintain and resolve the following client issues via telephone: Active Directory (AD), AD password resets, Mobile Device Management (iOS and Android devices) and network connectivity
Maintain and resolve issues with desktop/laptop computers, client software, peripherals, printers, local network, etc. and provide on-site customer support and training
Assist end users of applications software operating on Windows 7, Windows 10 and future versions of Microsoft Windows personal computers and laptops. Apple devices are also supported
Assist customers with and resolve routine application questions, all versions of Microsoft Office Suite, Google mail, Calendar and Drive issues
Perform desktops and laptops set-up; re-imaging, wiping and general hardware troubleshooting
Install software for laptops and desktops
Troubleshoot software and hardware problems with the expertise to resolve routine calls over the telephone and to resolve more complex problems within the Help Desk staff
Add and delete user accounts and maintain groups as required
Log and report each service request and problem report. Requires familiarity with the use of trouble ticketing system (Footprints, Remedy etc.)
Assistance with Mobile Device Management service activation, general troubleshooting, wiping devices.
Perform troubleshooting of local and network printer issues
Perform manual antivirus scan of desktop/laptop after malicious incident notification
Test software upgrades provided by the client, provide user upgrade plan, schedule upgrades with users and conduct upgrades
Notify client of any unresolved user problems, outstanding trouble calls or other areas of concern