Tier 2 Service Desk L2

Sharp Solutions•Reston, VA

8d•Onsite

About The Position

Tier 2 Service Desk staff receive, diagnose, distribute, and track service requests for assistance with USGS services, including IT and non-IT services, using the Service Desk support management tool (currently Remedy). The team 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. This is a full-time, on-site position in Reston, Virginia. The role provides Tier 2 support through phone, email, remote desktop, and on-site assistance, resolving user issues and escalating problems to appropriate systems engineers when necessary.

Requirements

At least 2 years of help desk support experience.
Experience with Microsoft Windows 7/10, Active Directory, Apple/iOS and Android devices, Microsoft Remote Desktop, Bomgar, Footprints, and Remedy.
Experience using Google Mail, Calendar, and Drive.
Strong written and oral communication skills.
Positive, team-player attitude.
Strong analytical skills and the ability to work independently and as part of a team.
Excellent time management skills to coordinate diverse activities.
High analytical and technical skills and mastery of software to maintain data.
Organized and detail-oriented.
Ability to interact professionally, diplomatically, and tactfully with all levels of an organization.

Nice To Haves

Bachelor's degree in Computer Science, Engineering, or a related field is preferred.

Responsibilities

Enter and manage technical support incidents in a ticketing system.
Troubleshoot, identify, resolve, and escalate problems to appropriate systems engineers.
Resolve Tier 2 support issues by phone, email, remote desktop, and on site, using tools such as Microsoft Remote Desktop and Bomgar.
Resolve issues and maintain customer contacts according to specified service levels.
Provide customer support personnel with training to handle Active Directory, password resets, mobile device management, and network connectivity issues by telephone.
Maintain and resolve issues involving desktop and laptop computers, client software, peripherals, printers, and local networks; provide on-site customer support and training.
Troubleshoot software and hardware problems, resolving routine calls over the telephone and 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.
Assist with mobile device management service activation, general troubleshooting, and wiping devices.
Assist end users with applications running on Windows 7, Windows 10, and future versions of Microsoft Windows, as well as Apple devices.
Assist customers with routine application questions and resolve issues involving Microsoft Office, Google Mail, Calendar, and Drive.
Set up desktops and laptops, including re-imaging, wiping, and general hardware troubleshooting.
Troubleshoot local and network printer issues.
Perform manual antivirus scans of desktops and laptops after malicious incident notifications.
Test client-provided software upgrades, develop user upgrade plans, schedule upgrades with users, and conduct upgrades.
Notify the client of unresolved user problems, outstanding trouble calls, and other areas of concern.