Tier 2 Service Desk L2

Sharp Solutions Inc•Reston, VA

About The Position

Tier 2 Service Desk staff receive, diagnose, distribute, and track service requests for assistance with USGS services, including IT-related and non-IT-related requests, using the provided service desk support management tool, currently Smart IT / BMC Helix. The service desk follows ITIL, Knowledge-Centered Support (KCS), HDI best practices, and established procedures and processes. End-user support includes desktop support services that Tier 1 cannot resolve remotely. The role provides Tier 2 technical support through phone, email, remote desktop, and on-site support. It covers troubleshooting and resolving hardware, software, account, mobile-device, application, printer, and network issues; managing tickets and service requests; and supporting users of Windows, Apple devices, and Microsoft 365. The position also involves customer communication, escalation, equipment setup and maintenance, software-upgrade coordination, and user training as required.

Requirements

At least 2 years of Help Desk / Service Desk support experience.
Experience supporting Microsoft Windows 11 environments.
Experience with Entra ID and Intune.
Experience supporting Apple/iOS and Android devices.
Familiarity with Microsoft Remote Desktop and BeyondTrust for remote support sessions.
Experience with Smart IT / BMC Helix or similar IT service management and ticketing systems.
Experience using Microsoft 365 applications, including Outlook, Teams, and Calendar.
Strong written and verbal communication skills.
Positive, team-oriented attitude.
Strong analytical and problem-solving skills, with the ability to work independently and collaboratively.
Excellent time management skills to coordinate multiple activities simultaneously.
Strong technical and analytical skills, with proficiency in relevant software and support tools.
Organized and detail-oriented.
Ability to interact with all levels of an organization professionally, diplomatically, and tactfully.

Nice To Haves

Bachelor's degree in computer science, Engineering, or a related field is preferred.

Responsibilities

Enter and manage technical support incidents and service requests in the ticketing system.
Troubleshoot, identify, and resolve problems, escalating issues to appropriate systems engineers when necessary.
Resolve Tier 2 support issues via phone, email, remote desktop, and on-site support using remote session tools such as BeyondTrust.
Maintain customer communication while resolving issues and ensure compliance with specified service levels.
Provide support for Active Directory-related services, password resets, Mobile Device Management for iOS and Android devices, and network connectivity.
Maintain and troubleshoot desktop and laptop computers, client software, peripherals, printers, local networks, and related equipment; provide on-site support and training as required.
Troubleshoot hardware and software problems, resolving routine issues by telephone and handling more complex technical issues.
Create, modify, and delete user accounts and manage user groups using Entra ID as required.
Log and report each service request and problem report.
Assist with Mobile Device Management activities, including service activation, general troubleshooting, and remote device wiping using Intune.
Assist end users with applications on Microsoft Windows 11 and future Windows versions; support Apple devices as well.
Help customers with routine application questions and resolve issues involving Microsoft Office applications, Outlook, Teams, Calendar, and other Microsoft 365 services.
Set up, reimage, and wipe desktops and laptops, and perform general hardware troubleshooting.
Troubleshoot local and network printer issues.
Perform manual antivirus scans of desktops and laptops following malicious incident notifications.
Test client-provided software upgrades, develop user upgrade plans, schedule upgrades with users, and coordinate implementation.
Notify the client of unresolved user problems, outstanding service requests, and other areas of concern.