Sharp Solutions, Inc. ยท 1 day ago
Tier II Service Desk
Reston, VA
Full-time
Onsite
Entry, Mid Level
2+ years expSharp Solutions is committed to fostering a culture of innovation and investing in its employees' growth. The Tier II Service Desk role involves providing high-level technical support, troubleshooting issues, and ensuring customer satisfaction through effective service management.
ArchitectureCloud ComputingCyber SecurityInformation Technology
Responsibilities
Enter and manage technical support incidents in a ticketing system
Troubleshoot, identify, and resolve problems and escalating problems to appropriate systems engineers
Troubleshoot and resolve Tier 2 support issues via phone, email, remote desktop and on site, using remote desktop tools (Microsoft Remote Desktop, Bomgar)
Resolve issues and maintaining customer contacts according to a specified service level
Provide customer support personnel with adequate training to maintain and resolve the following client issues via telephone: Active Directory (AD), AD password resets, Mobile Device Management (iOS and Android devices) and network connectivity
Maintain and resolve issues with desktop/laptop computers, client software, peripherals, printers, local network, etc. and provide on-site customer support and training
Assist end users of applications software operating on Windows 7, Windows 10 and future versions of Microsoft Windows personal computers and laptops. Apple devices are also supported
Assist customers with and resolve routine application questions, all versions of Microsoft Office Suite, Google mail, Calendar and Drive issues
Perform desktops and laptops set-up; re-imaging, wiping and general hardware troubleshooting
Install software for laptops and desktops
Troubleshoot software and hardware problems with the expertise to resolve routine calls over the telephone and to resolve more complex problems within the Help Desk staff
Add and delete user accounts and maintain groups as required
Log and report each service request and problem report. Requires familiarity with the use of trouble ticketing system (Footprints, Remedy etc.)
Assistance with Mobile Device Management service activation, general troubleshooting, wiping devices
Perform troubleshooting of local and network printer issues
Perform manual antivirus scan of desktop/laptop after malicious incident notification
Test software upgrades provided by the client, provide user upgrade plan, schedule upgrades with users and conduct upgrades
Notify client of any unresolved user problems, outstanding trouble calls or other areas of concern
Qualification
Required
2+ years of help desk support experience
Experience with Microsoft Windows 7/10, Active Directory, Apple/iOS and Android devices, Microsoft Remote Desktop, Bomgar, Footprints, Remedy
Experience using Google Mail, Calendar and Drive
Strong written and oral communication skills are required
Must have a positive team player attitude
Strong analytical skills and be a creative self-starter with the ability to work both independently and as a team player
Excellent time management skills to coordinate many different types of diverse activities
High level of analytical and technical skills and mastery of software is required to maintain data
Must be organized and detail-oriented
Ability to interact with all levels of an organization in a professional, diplomatic, and tactful manner
Preferred
Bachelor's degree in Computer Science, Engineering, or a related field is preferred
Company
Sharp Solutions, Inc.
Sharp Solutions, Inc is a Federal Government Contractor who seeks to improve strategic planning and execution of business capabilities to ensure solutions are flexible and elastic.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Woodie Sharpless
President/CEO
Loretta Sharpless
Chief Financial Officer
Company data provided by crunchbase