Tier 1 Level 2 Technician

Sharp Solutions, Inc has an immediate need for a Tier I Level II Technician in the Lakewood/ Denver Colorado areas 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 and deliver on site or via a remote location.

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 (http://www.thinkhdi.com/), 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 that the latest virus scanning software versions and updates are installed and running on all USGS PCs and laptops.
· Create and maintain baseline computer images in accordance with policy and SOP's.
· Deployment of software via Active Directory Group Policy Object (GPO), scripting, System Center Configuration Manager (SCCM), IBM Endpoint Manager (IEM) or other tools.
· Ensure latest approved BIOS and patches are applied to PCs and Laptops.
· Perform remediation procedures in response to security vulnerability reports.
· Print and file server configuration changes
· Maintain file share structure and permissions for end user data
· Provide customer technical assistance at the desktop on hardware and software for the USGS user community.
· Configure, test and install printers, scanners, network copier/printers.
· Install and manage desktop and laptop operating systems, including and up to Windows 10 Professional and Apple OS Catalina.
· Mobil support, iOS devices (iPhone, iPad) and Android devices.

Qualifications

• 2 years of related experience


• Experiences must include working with Microsoft Windows 7/10, Apple/iOS and Android devices, Experience using O365 Mail, Calendar and OneDrive


• Excellent problem-solving skills including and the ability to provide diligent, prompt, and courteous responses to customers.


• 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