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Service Desk L1.

June 9, 2026

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: <ul> <li data-section-id="r2u07z" data-start="0" data-end="108">Create service requests and accurately categorize and prioritize them based on the defined rating scale.</li> <li data-section-id="519foy" data-start="109" data-end="165">Manage service request queues for all support teams.</li> <li data-section-id="c9npcf" data-start="166" data-end="281">Track calls and service requests, ensuring phone calls are answered within 30 seconds at least 90% of the time.</li> <li data-section-id="1fnrmlg" data-start="282" data-end="334">Troubleshoot incidents and problems efficiently.</li> <li data-section-id="cmyxw9" data-start="335" data-end="399">Communicate effectively with strong customer service skills.</li> <li data-section-id="1p0pqty" data-start="400" data-end="476">Place and track trouble calls with external service providers as needed.</li> <li data-section-id="w1rlj6" data-start="477" data-end="526">Create, modify, and deactivate user accounts.</li> <li data-section-id="vygn1l" data-start="527" data-end="584">Identify, document, and maintain problem resolutions.</li> <li data-section-id="8ygfne" data-start="585" data-end="641">Follow Knowledge-Centered Support (KCS) methodology.</li> <li data-section-id="1ljox8m" data-start="642" data-end="691">Adhere to Total Contact Ownership principles.</li> <li data-section-id="1yhawab" data-start="692" data-end="806">Develop and maintain operational and knowledge management documentation within the Service Desk Tier 1 system.</li> <li data-section-id="ht7j1b" data-start="807" data-end="889">Respond to all assigned calls and messages based on urgency and time received.</li> <li data-section-id="1cwqktp" data-start="890" data-end="1001" data-is-last-node="">Close assigned tickets within defined timelines and follow up with customers to ensure complete satisfaction.</li> </ul> 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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...