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    Help Desk Tier II - Denver, United States - Sharp Solutions, Inc.

    Sharp Solutions, Inc.
    Sharp Solutions, Inc. Denver, United States

    4 weeks ago

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    Description


    SSi has principals that are an integral part of the organizations characteristic and are fundamentally essential to the shaping of everyday activities that connect to our broader mission and vision.


    As an organization SSi is committed to:
    Foster a culture of innovative and out of the box thinking:
    We fundamentally understand that each employee has something unique to offer to the organization.

    We foster a culture that nourishes innovation by empowering staff, leverages their passions, and encompasses a circle of trust where it's all about thinking of new ideas and getting good feedback.


    Invest in our Resources
    Employees are essential, their physical and mental well-being are pivotal to the growth of our organization.

    Our company culture, productivity, and overall employee happiness stem directly from how much training, responsibility, and empowerment they have within our organization.

    Our focus is on improving the growth of individual through education, allowing them to play central roles, so they can grow and add value to the company.


    Provide solutions that are in the best interest of the customer and improve their strategic posture
    We are in business to serve our customers and do what is in their best interest. Our philosophy is to offer services that are complete.

    We strive to provide services that do more to help the customer improve in all areas including areas that they may not have considered.


    Give thoughtful considerations to our actions and their affects
    We give thoughtful consideration to each other's differences and opinions. We must give our individual best to get the job done right. Everyone is accountable for their behaviors, exercising rational judgment, and giving thoughtful consideration to their professional activities and decisions.

    Sharp Solutions, Inc has an immediate need for a Tier II Technician in the 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 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


    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


    Install software for laptops and desktops


    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.


    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. Pay range is 38-40k.
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