Service Desk L1

Job Description

Job Description

Sharp Solutions, Inc has an immediate need for a Tier I Technician -Level 1 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.

JOB RESPONSIBILITIES

Service Desk (Tier 1) staff shall 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). The Service Desk will follow Information Technology Infrastructure Library (ITIL), Knowledge-Centered Support (KCS), HDI ( best practices and established procedures and processes. Every customer contact will either generate a new Service Request or will be documented in an existing Service Request. Service Requests may be received via telephone, email, web submission, or IM/Chat as appropriate.

Routine Duties/Job Requirements:

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

Qualifications
1 year of help desk support experience

Experiences must include 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 ability to talk to anyone across an organization.

Analytical skills and be a creative self-starter with the ability to work both independently and as a team player

SSi is an equal opportunity employer regardless of race, color, religion, creed, sex, marital status, national origin, disability, age, veteran status, on-the-job injury, sexual orientation, political affiliation or belief. Employment decisions are made without consideration of these or any other factors that employers are prohibited by law from considering. Any discriminatory action can be a cause for disciplinary action. SSi also prohibits discrimination against individuals with disabilities and will reasonably accommodate applicants with a disability, upon request, and will also ensure reasonable accommodation for employees with a disability. VETS are encouraged to apply.