Remote Senior Help Desk Technician Ii

Contact Government Services; España; Remote; EUR 96,000 - 139,000; Full time

Benefits offered by this job

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account (Health, Dep

Flexible Spending Account (Health, Dep

Flexible Spending Account (Commuter)

Paid Time Off and Holidays

Job summary

Contact Government Services is seeking a Senior Help Desk Technician II for full-time employment in the Help Desk department. You will support end users, install software/hardware, manage user accounts, and create procedural documentation.

The role emphasizes ITIL practices, incident logging, and proactive reporting, with opportunities to train staff and set up conference rooms for events. CGS offers solid benefits and a path for growth.

Qualifications

• One year or more Adobe Connect or related online meeting center set-up experience.
• ITIL Foundations certification
• Change Management experience
• Active DOD clearance of Level 6 Public Trust or above

Responsibilities

• Accurately answer user support questions of software and hardware in the EOUSA office environment
• Maintain Account Management forms for new and departed users per Government policy and procedures
• Produce proactive reports, trending analysis, service level reporting, process consultation and ITIL best practices
• Submit weekly status reports and monthly surveys
• Set up and support conference and training rooms for presentations including audio/video systems

Skills

Backup/Restoration admin

File Server support

User Account/Mailbox administration

Software/Hardware installation

Remote user setup

End-user training

Procedural documentation

Spreadsheets/databases

ITIL ticketing

Incident work-log

User support – software/hardware

Account management forms

IT inventories

Desk-side training

Education

Adobe Connect experience

ITIL Foundations certification

Tools

Adobe Connect

Job description

Senior Help Desk Technician II

Employment Type: Full Time

Department: Help Desk

Skills and attributes for success:

• Backup/Restoration admin/support
• File Server support
• User Account/Mailbox administration
• Software/Hardware installation
• Handheld device installation/troubleshooting/support
• Remote User setup/support/troubleshooting
• End-user training
• Creation of procedural documentation
• Creation of spreadsheets/databases for tracking purposes
• Record and update required information for all IT-related tickets utilizing ITIL
• Creation of Incident work-log entries
• Accurately answer user support questions of software and hardware in the EOUSA office environment
• Maintain Account Management forms for new and departed users per Government policy and procedures
• Produce proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practices
• Conduct and maintain accountable IT inventories such as laptops, desktops, tablet PCs, printers, MFPs’ accessories, IT supplies, etc. using spreadsheets
• Provide desk-side training for new employees and staff, consisting of basic instructions on accessing and using standard desktop applications (e.g. e-Mail, Microsoft Office, etc) and how to access available research database applications
• Submit weekly status reports and monthly surveys
• Set up and support conference and training rooms for presentations including, audio systems, video systems, A/V distribution systems, computer hardware and software, control programming, microphones, amplifiers, encrypted wireless microphone systems, digital recording and computer/video interface
• Utilize online meeting applications such as Adobe Connect to support hardware set-up of microphones and webcams, set-up operations for audio mixing boards and facilitate/monitor/record online meeting sessions

Qualifications:

• One year or more Adobe Connect or related online meeting center set-up experience. Non-Required, advantageous additional knowledge, experience, or competency considered favorable assets shall include:
• ITIL Foundations certification
• Change Management experience
• Active DOD clearance of Level 6 Public Trust or above

Our Commitment:

Contact Government Services (CGS) strives to simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources. We combine cutting-edge technology with world-class personnel to deliver customized solutions that fit our client’s specific needs. We are committed to solving the most challenging and dynamic problems.

For the past seven years, we’ve been growing our government-contracting portfolio, and along the way, we’ve created valuable partnerships by demonstrating a commitment to honesty, professionalism, and quality work.

Here at CGS we value honesty through hard work and self-awareness, professionalism in all we do, and to deliver the best quality to our consumers mending those relations for years to come.

We care about our employees. Therefore, we offer a comprehensive benefits package:

• Health, Dental, and Vision
• Life Insurance
• 401k
• Flexible Spending Account (Health, Dependent Care, and Commuter)
• Paid Time Off and Observance of State/Federal Holidays

Contact Government Services, LLC is an Equal Opportunity Employer. Applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

$108,000 - $156,000 a year

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

For more information about CGS please visit: https://www.cgsfederal.com

Email: [email protected]