Tier 1 Technician Level 2 USGS Denver TEC2DE
About The Position
REQUIREMENTS AND 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 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 Other duties as assigned.
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
- 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
- Other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
