Help Desk Level 1 (Denver) (2 Days Remote)

Foster a culture of innovative and out of the box thinking:
We fundamentally understand that each employee has something unique to offer to the organization. We foster a culture that nourishes innovation by empowering staff, leverages their passions, and encompasses a circle of trust where it’s all about thinking of new ideas and getting good feedback.

Invest in our Resources
Employees are essential, their physical and mental well-being are pivotal to the growth of our organization. Our company culture, productivity, and overall employee happiness stem directly from how much training, responsibility, and empowerment they have within our organization. Our focus is on improving the growth of individual through education, allowing them to play central roles, so they can grow and add value to the company.

Provide solutions that are in the best interest of the customer and improve their strategic posture
We are in business to serve our customers and do what is in their best interest. Our philosophy is to offer services that are complete. We strive to provide services that do more to help the customer improve in all areas including areas that they may not have considered.

Give thoughtful considerations to our actions and their affects
We give thoughtful consideration to each other’s differences and opinions. We must give our individual best to get the job done right. Everyone is accountable for their behaviors, exercising rational judgment, and giving thoughtful consideration to their professional activities and decisions.

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 correctly categorize and prioritize submitted requests based on a provided ratings scale.
• Manage service request queues for all support teams
• Creating, modifying, or deactivating user accounts
• Placing/Tracking trouble calls to other service providers
• Following the Knowledge Centered Support (KCS) methodology
• Identifying and documenting problem solution(s)
• Develop and maintain operational & knowledge management documentation in the Service Desk Tier 1 document management system.
• Tracking calls and service requests including answering phone within 30 seconds 90% of the time
• Troubleshooting of incidents and problems
• Respond to all assigned calls and messages in order or urgency and time received. Close out assigned calls within a specified time frame and follow up with customers to ensure customer is 100% satisfied.
• Communicating with good customer service skills
• Following Total Contact Ownership methodology

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. Any discriminatory action can be a cause for disciplinary action. SSi also prohibits discrimination against individuals with disabilities and will reasonably accommodate applicants with a disability, upon request, and will also ensure reasonable accommodation for employees with a disability. VETS are encouraged to apply.