Service Desk L1

Sharp Solutions, Inc has an immediate need for a Tier I Technician \-Level 1 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 1\) 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. Every customer contact will either generate a new Service Request or will be documented in an existing Service Request. Service Requests may be received via telephone, email, web submission, or IM/Chat as appropriate. **Routine Duties/Job Requirements:** * Create service requests and accurately categorize and prioritize them based on the defined rating scale. * Manage service request queues for all support teams. * Track calls and service requests, ensuring phone calls are answered within 30 seconds at least 90% of the time. * Troubleshoot incidents and problems efficiently. * Communicate effectively with strong customer service skills. * Place and track trouble calls with external service providers as needed. * Create, modify, and deactivate user accounts. * Identify, document, and maintain problem resolutions. * Follow Knowledge\-Centered Support (KCS) methodology. * Adhere to Total Contact Ownership principles. * Develop and maintain operational and knowledge management documentation within the Service Desk Tier 1 system. * Respond to all assigned calls and messages based on urgency and time received. * Close assigned tickets within defined timelines and follow up with customers to ensure complete satisfaction. **Qualifications** 1 year of help desk support experience Experiences must include working with Microsoft Windows 7/10, Apple/iOS and Android devices, Experience using O365 Mail, Calendar and OneDrive 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 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