Tier 1 Level 2 Technician

Sharp Solutions Inc•Lakewood, CO

1d•Hybrid

About The Position

Sharp Solutions, Inc has an immediate need for a Tier I Level II Technician in the Lakewood/ Denver Colorado areas 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

2 years of related experience
Experiences must include working with Microsoft Windows 7/10, Apple/iOS and Android devices
Experience using O365 Mail, Calendar and OneDrive
Excellent problem-solving skills including and the ability to provide diligent, prompt, and courteous responses to customers.
Strong written and oral communication skills and ability to talk to anyone across an organization.
Analytical skills
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.
Provide End User Support including Desktop support services that cannot be resolved remotely by Tier I.
Install, upgrade, and maintain application software for all USGS equipment in accordance with SOPs.
Ensure that the latest virus scanning software versions and updates are installed and running on all USGS PCs and laptops.
Create and maintain baseline computer images in accordance with policy and SOP's.
Deployment of software via Active Directory Group Policy Object (GPO), scripting, System Center Configuration Manager (SCCM), IBM Endpoint Manager (IEM) or other tools.
Ensure latest approved BIOS and patches are applied to PCs and Laptops.
Perform remediation procedures in response to security vulnerability reports.
Print and file server configuration changes.
Maintain file share structure and permissions for end user data.
Provide customer technical assistance at the desktop on hardware and software for the USGS user community.
Configure, test and install printers, scanners, network copier/printers.
Install and manage desktop and laptop operating systems, including and up to Windows 10 Professional and Apple OS Catalina.
Mobil support, iOS devices (iPhone, iPad) and Android devices.