Service Desk - Tier 1 Technician (Level II)

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 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 Catalina.

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 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

• Salary is based on years of experience and qualifications ($38,000-$40,000). This position includes health care, retirement benefits, Company paid time and vacation days, as well as paid Government holidays.