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.