Help Desk Level 1 Federal Center Bldg

SSi has principles that are integral to the organization’s characteristic and are fundamentally essential to shaping everyday activities that connect to our broader mission and vision. In addition, the organization is committed to the following core principles:

• Foster a culture of innovative and out of the box thinking: We fundamentally understand that each employee has something unique to offer. We foster a culture that nourishes innovation by empowering staff, leveraging their passions, and encompassing 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 growth. Our culture, productivity, and overall employee happiness stem directly from training, responsibility, and empowerment. We focus on improving growth through education and allowing employees to play central roles.
• Provide solutions that are in the best interest of the customer and improve their strategic posture: We serve customers by offering complete services that help them improve in all areas, even those they may not have considered.
• Give thoughtful considerations to our actions and their affects: We consider others’ differences and opinions, give our best to get the job done right, and hold everyone accountable for behaviors, rational judgment, and thoughtful consideration of 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, and the ability to work through challenges with all types of customers and within a diverse team, delivering on‑site or remotely.

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 ITIL, Knowledge‑Centered Support (KCS), HDI, best practices, and established procedures and processes. Every customer contact will either generate a new Service Request or be documented in an existing Service Request.

Service Requests may be received via telephone, email, web submission, or IM/Chat as appropriate.

• Create service requests and correctly categorize and prioritize submitted requests based on a provided ratings scale.
• Manage service request queues for all support teams.
• Track calls and service requests, including answering phone within 30 seconds 90% of the time.
• Troubleshoot incidents and problems.
• Identify and document problem solution(s).
• Follow the KCS methodology.
• Follow the Total Contact Ownership methodology.
• Communicate with good customer‑service skills.
• Place/track trouble calls to other service providers.
• Create, modify, or deactivate user accounts.
• Develop and maintain operational & knowledge management documentation in the Service Desk Tier 1 document management system.
• Respond to all assigned calls and messages in order of urgency and time received, close out assigned calls within a specified time frame and follow up with customers to ensure 100 % satisfaction.

• 1 year of help desk support experience.
• Experience with Microsoft Windows 7/10, Apple/iOS and Android devices, O365 Mail, Calendar, and One Drive.
• Strong written and oral communication skills and ability to talk to anyone across an organization.
• Analytical skills and be a creative self‑starter able to work both independently and as a team player.

26‑32k based on years of experience and qualifications. This position includes health care, retirement benefits, company paid time and vacation days, as well as paid Government holidays.

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.