Tier 1 Level II Lead.

About the role

Sharp Solutions, Inc. has an immediate need for a Tier I Level II Technician in the Lakewood/Denver, Colorado area for a new contract Task Order supporting the United States Geological Survey (USGS). The ideal candidate is a self-starter with excellent analytical and problem-solving skills, flexibility, sound judgment, the ability to work through challenges with all types of customers, and the ability to work within a diverse team. This is a full-time on-site position in Denver, Colorado

Responsibilities

• 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.
• 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 IT support experience.
• Experience supporting Microsoft Windows 7/10, Apple/macOS, iOS, and Android devices.
• Experience using Microsoft 365 applications, including Outlook Mail, Calendar, and OneDrive.
• Excellent troubleshooting and problem-solving skills with the ability to provide diligent, prompt, and courteous customer support.
• Strong written and verbal communication skills with the ability to interact effectively with users at all levels of an organization.
• Analytical, self-motivated, and able to work independently as well as in a team environment.
• Experience working in a Service Desk, Help Desk, Desktop Support, or End User Support environment.
• Demonstrated leadership, mentoring, team coordination, supervisory, consulting, or client-facing experience is highly desirable.