Tier 2 Service Desk L2

Job Description

Service Desk (Tier 2) staff shall receive, diagnose, distribute, and track the status of service requests for assistance regarding any USGS service, including both IT-related and non-IT-related requests, through the provided Service Desk support management tool (currently Smart IT / BMC Helix).

The Service Desk will follow Information Technology Infrastructure Library (ITIL), Knowledge-Centered Support (KCS), HDI best practices, and established procedures and processes.

End User Support includes desktop support services that cannot be resolved remotely by Tier 1.

Routine Duties / Job Requirements

• Enter and manage technical support incidents and service requests in the ticketing system.
• Troubleshoot, identify, and resolve problems, escalating issues to the appropriate systems engineers when necessary.
• Troubleshoot and resolve Tier 2 support issues via phone, email, remote desktop, and on-site support using remote session tools such as BeyondTrust.
• Resolve issues while maintaining customer communication and ensuring compliance with specified service levels.
• Provide customer support and assistance with Active Directory-related services, password resets, Mobile Device Management (iOS and Android devices), and network connectivity.
• Maintain and troubleshoot desktop/laptop computers, client software, peripherals, printers, local networks, and other related equipment. Provide on-site customer support and training as required.
• Troubleshoot hardware and software problems, resolving routine issues over the telephone and handling more complex technical issues.
• Create, modify, and delete user accounts and manage user groups as required using Entra ID.
• Log and report each service request and problem report. Requires familiarity with ticketing systems such as Smart IT / BMC Helix or similar platforms.
• Assist with Mobile Device Management activities, including service activation, general troubleshooting, and remote device wiping using Intune.
• Assist end users with applications operating on Microsoft Windows 11 and future versions of Microsoft Windows personal computers and laptops. Apple devices are also supported.
• Assist customers with routine application questions and resolve issues involving Microsoft Office applications, Microsoft Outlook, Teams, Calendar, and other Microsoft 365 services.
• Perform desktop and laptop setup, reimaging, device wiping, and general hardware troubleshooting.
• Troubleshoot local and network printer issues.
• Perform manual antivirus scans of desktops/laptops following malicious incident notifications.
• Test software upgrades provided by the client, develop user upgrade plans, schedule upgrades with users, and coordinate the implementation of upgrades.
• Notify the client of unresolved user problems, outstanding service requests, and other areas of concern.

Qualifications

• Minimum of 2 years of Help Desk / Service Desk support experience.
• Bachelor's degree in computer science, Engineering, or a related field is preferred.
• Experience supporting Microsoft Windows 11 environments.
• Experience with Entra ID and Intune.
• Experience supporting Apple/iOS and Android devices.
• Familiarity with Microsoft Remote Desktop and Beyond Trust for remote support sessions.
• Experience with Smart IT / BMC Helix or similar IT service management and ticketing systems.
• Experience using Microsoft 365 applications, including Outlook, Teams, and Calendar.

Skills

• Strong written and verbal communication skills are required.
• Must have a positive, team-oriented attitude.
• Strong analytical and problem-solving skills, with the ability to work independently and collaboratively.
• Excellent time management skills to coordinate multiple activities simultaneously.
• Strong technical and analytical skills, with proficiency in relevant software and support tools.
• Must be organized and detail-oriented.
• Ability to interact with all levels of an organization in a professional, diplomatic, and tactful manner.

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.