Tier 2 Service Desk L2

Job Description

Job Description

Service Desk (Tier 2) 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. End User Support includes Desktop support services that cannot be resolved remotely by Tier I.

Routine Duties/Job Requirements:

• 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

• 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.

• 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

• Perform desktops and laptops set-up; re-imaging, wiping and general hardware troubleshooting

• 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

Qualifications

• 2+ years of help desk support experience
• Bachelor's degree in Computer Science, Engineering, or a related field is preferred
• Experience with Microsoft Windows 7/10, Active Directory, Apple/iOS and Android devices, Microsoft Remote Desktop, Bomgar, Footprints, Remedy.
• Experience using Google Mail, Calendar and Drive

Skills

• Strong written and oral communication skills are required
• Must have a positive team player attitude
• Strong analytical skills and be a creative self-starter with the ability to work both independently and as a team player
• Excellent time management skills to coordinate many different types of diverse activities
• High level of analytical and technical skills and mastery of software is required to maintain data
• Must be organized and detail-oriented
• Ability to interact with all levels of an organization in a professional, diplomatic, and tactful manner

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.