Tier 1 Level II Lead.

Job Description

Job Description

Sharp Solutions, Inc. has an immediate need for a Tier I Level II Technician in the Lakewood/Denver, Colorado area for a new contract Task Order supporting the United States Geological Survey (USGS). The ideal candidate is a self-starter with excellent analytical and problem-solving skills, flexibility, sound judgment, the ability to work through challenges with all types of customers, and the ability to work within a diverse team while delivering support onsite or remotely.

JOB RESPONSIBILITIES
Service Desk (Tier 1 Level II) 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
Install, upgrade, and maintain application software for all USGS equipment in accordance with SOPs.
Ensure the latest antivirus software versions and updates are installed and actively running on all USGS PCs and laptops.
Create and maintain baseline computer images in compliance with organizational policies and SOPs.
Deploy software using tools such as Active Directory Group Policy Objects (GPO), scripting, System Center Configuration Manager (SCCM), IBM Endpoint Manager (IEM), and other deployment solutions.
Provide desktop-level technical support for hardware and software issues across the USGS user community.
Configure, test, install, and troubleshoot printers, scanners, and network copier/printers.
Install, manage, and support desktop and laptop operating systems, including Windows 10 Professional and Apple macOS.
Provide mobile device support for iOS devices (iPhone, iPad) and Android devices.
Ensure all PCs and laptops are updated with the latest approved BIOS versions and security patches.
Perform remediation procedures in response to identified security vulnerabilities.
Implement and manage print and file server configuration changes.
Maintain file share structures and manage permissions for end-user data access.

Qualifications

2+ years of related IT support experience.
Experience supporting Microsoft Windows 7/10, Apple/macOS, iOS, and Android devices.
Experience using Microsoft 365 applications, including Outlook Mail, Calendar, and OneDrive.
Excellent troubleshooting and problem-solving skills with the ability to provide diligent, prompt, and courteous customer support.
Strong written and verbal communication skills with the ability to interact effectively with users at all levels of an organization.
Analytical, self-motivated, and able to work independently as well as in a team environment.
Experience working in a Service Desk, Help Desk, Desktop Support, or End User Support environment.
Demonstrated leadership, mentoring, team coordination, supervisory, consulting, or client-facing experience is highly desirable.