Service Desk - Tier 1 Technician; Level II

Job Responsibilities

Service Desk (Tier 1 Level II) staff will receive, diagnose, distribute, and track the status of service requests for assistance with any service the USGS has (IT related and non‑IT related) via the Remedy tool. The Service Desk will follow ITIL, KCS, HDI, best practices, and established procedures and processes. End User Support includes desktop support services that cannot be resolved remotely by Tier I.

• Install, upgrade, and maintain application software for all USGS equipment in accordance with SOPs.
• Ensure that the latest virus scanning software versions and updates are installed and running on all USGS PCs and laptops.
• Create and maintain baseline computer images in accordance with policy and SOPs.
• Deploy software via Active Directory Group Policy Object (GPO), scripting, SCCM, IBM Endpoint Manager (IEM), or other tools.
• Ensure latest approved BIOS and patches are applied to PCs and laptops.
• Perform remediation procedures in response to security vulnerability reports.
• Print and file server configuration changes.
• Maintain file share structure and permissions for end user data.
• Provide customer technical assistance at the desktop on hardware and software for the USGS user community.
• Configure, test and install printers, scanners, network copier/printers.
• Install and manage desktop and laptop operating systems, including Windows 10 Professional and Apple OS Catalina.
• Mobile support for iOS devices (iPhone, iPad) and Android devices.

• 2 years of related experience.
• Experience working with Microsoft Windows 7/10, Apple/iOS, and Android devices; experience using O365 Mail, Calendar, and One Drive.
• Excellent problem‑solving skills and the ability to provide diligent, prompt, and courteous responses to customers.
• 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.

Salary is based on years of experience and qualifications ($36,000–$38,000). This position includes health care, retirement benefits, company paid time and vacation days, as well as paid government holidays. After 90 days training two days of remote work will be granted.