Service Desk L1

Sharp Solutions•Denver, CO

About The Position

Sharp Solutions, Inc has an immediate need for a Tier I Technician -Level 1 for a new contract Task Order for the United States Geological Survey. The ideal candidate is a self-starter with excellent analytical and problem-solving skills, flexibility, good judgment, ability to work through challenges with all types of customers and has the ability to work within a diverse team and deliver on site or via a remote location.

Requirements

1 year of help desk support experience
Experiences must include working with Microsoft Windows 7/10, Apple/iOS and Android devices
Experience using O365 Mail, Calendar and OneDrive
Strong written and oral communication skills and ability to talk to anyone across an organization.
Analytical skills
Be a creative self-starter with the ability to work both independently and as a team player

Responsibilities

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).
Follow Information Technology Infrastructure Library (ITIL), Knowledge-Centered Support (KCS), HDI best practices and established procedures and processes.
Ensure every customer contact will either generate a new Service Request or will be documented in an existing Service Request.
Receive Service Requests via telephone, email, web submission, or IM/Chat as appropriate.
Create service requests and accurately categorize and prioritize them based on the defined rating scale.
Manage service request queues for all support teams.
Track calls and service requests, ensuring phone calls are answered within 30 seconds at least 90% of the time.
Troubleshoot incidents and problems efficiently.
Communicate effectively with strong customer service skills.
Place and track trouble calls with external service providers as needed.
Create, modify, and deactivate user accounts.
Identify, document, and maintain problem resolutions.
Follow Knowledge-Centered Support (KCS) methodology.
Adhere to Total Contact Ownership principles.
Develop and maintain operational and knowledge management documentation within the Service Desk Tier 1 system.
Respond to all assigned calls and messages based on urgency and time received.
Close assigned tickets within defined timelines and follow up with customers to ensure complete satisfaction.