Tier 1 Level II Lead

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., · 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.

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., * 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

• 401(k)
• Dental insurance
• Paid time off
• Vision insurance