Service Desk - Tier 1 Technician (Level II)

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.· Mobile support, iOS devices (iPhone, iPad) and Android devices.Qualifications 2 years of related experienceExperiences 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 playerSalary is based on years of experience and qualifications ($36,000-$38,000). This position includes health care, retirement benefits, Company paid time and vacation days, as well as paid Government holidays. After 90 days training two days of remote work will be granted.Company DescriptionW3Global was established in 2006 in Fremont, CA with a vision: simplify the recruiting process and develop an industry-disrupting platform to connect candidates with clients. Our cutting-edge Applicant Tracking System enables us to find the right person for the right job, creating value for job seekers and employers. While W3Global initially focused on IT staffing, we have expanded the business to serve many other industries, including accounting and finance, legal, engineering, human resources, government and more.We’re proud of the investments we’ve made in our team, having grown from four to 1000 employees and evolving into one of the leading recruitment and staffing solution providers in the industry. Our recruiters and account managers are passionate about connecting qualified professionals with the right positions in small, medium, and large companies.Our ServicesW3Global understands the natural ups and downs of an organization’s staffing needs. We are continuously adapting to industry and economic changes to find the right candidates.We specialize in placing permanent, direct, contract, and temporary positions for companies of any size. Our recruiting services include sourcing, recruiting, screening, interview management, salary negotiations, training, and onboarding.We are committed to helping organizations redefine their recruitment process by delivering our SaaS-based proprietary application tracking system software.Our ExpertiseW3Global has been delivering staffing solutions for nearly two decades; we know which recruiting strategies work best. Our expert team is committed to developing a customized solution to fit your company’s unique needs.As a W3Global client, you’ll also receive personalized assistance from a seasoned team of staffing specialists. We are committed to providing both technical support and industry expertise to simplify the hiring process. We know that your time matters. W3Global will help you streamline the hiring process, getting it done and getting it right.

Salary : $36,000 - $38,000