Senior Help Desk Technician II - ITIL & Training Lead

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

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.