Service Desk L1

Sharp Solutions•Denver, CO

2d•Onsite

About The Position

Sharp Solutions, Inc. has an immediate need for a Tier I Technician - Level 1 to support a new contract Task Order for the United States Geological Survey. This is a full-time, on-site position in Denver, Colorado. The ideal candidate is a self-starter with strong analytical and problem-solving skills, flexibility, good judgment, and the ability to work through challenges with a wide range of customers and as part of a diverse team. Service Desk Tier 1 staff receive, diagnose, distribute, and track service requests for assistance with USGS services, including IT and non-IT matters, using the provided service desk support management tool, currently Remedy. The team follows ITIL, Knowledge-Centered Support (KCS), HDI best practices, and established procedures. Customer contacts may arrive by telephone, email, web submission, or IM/chat. Each contact must result in a new service request or be documented in an existing one.

Requirements

At least 1 year of help desk support experience.
Experience 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 the ability to communicate with people across an organization.
Analytical skills and the ability to work independently and as a team player.
Ability to demonstrate self-starting initiative and creative problem-solving.

Responsibilities

Create service requests and accurately categorize and prioritize them according to 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 and provide strong customer service.
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 and Total Contact Ownership principles.
Develop and maintain operational and knowledge management documentation within the Service Desk Tier 1 system.
Respond to assigned calls and messages based on urgency and time received.
Close assigned tickets within defined timelines and follow up with customers to ensure satisfaction.