Senior Remote Help Desk Technician

Contact Government Services; Santa Cruz de Tenerife; Remote; EUR 36,000 - 71,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

401k plan

Flexible Spending Account

Job summary

Contact Government Services (CGS) seeks a Senior Help Desk Technician to provide Level 1 & 2 PC support for EOUSA end users, including executives, attorneys, and staff. The role emphasizes ITIL-aligned ticketing, asset tracking, and proactive reporting.

You will set up and troubleshoot conference rooms, coordinate Adobe Connect sessions, and deliver desk-side training on standard apps. Candidates with ITIL and security clearance are preferred.

Qualifications

• One year or more Adobe Connect or related online meeting center set-up experience.
• ITIL Foundations certification is preferred.
• Knowledge of government IT policies and procedures is an asset.

Responsibilities

• Provide Level 1 & 2 Help Desk support for end users including senior management, attorneys, and staff.
• Set up and support conference and training rooms with AV/IT equipment.
• Create and maintain procedural documentation and reporting for ITIL processes.
• Maintain and update user accounts, mailboxes, and access controls.
• Prepare proactive reports and service level metrics.
• Utilize IT inventories and asset tracking spreadsheets.
• Deliver desk-side training on standard desktop applications.
• Produce and maintain incident logs and status reports.
• Coordinate online meeting setups and remote support sessions.

Skills

Backup/restoration

File server support

User account/mailbox administration

Software/hardware installation

Handheld device setup/troubleshooting

Remote user setup/troubleshooting

End-user training

Procedural documentation

Spreadsheets/databases for tracking

ITIL ticketing practices

Incident work-log entries

EOUSA environment support

Account management forms maintenance

IT inventories management

Desk-side training delivery

Conference/training room setup

Adobe Connect / online meeting setup

Education

ITIL Foundations certification

Job description

Contact Government Services (CGS) seeks a Senior Help Desk Technician to provide Level 1 & 2 PC support for EOUSA end users, including executives, attorneys, and staff. The role emphasizes ITIL-aligned ticketing, asset tracking, and proactive reporting.

You will set up and troubleshoot conference rooms, coordinate Adobe Connect sessions, and deliver desk-side training on standard apps. Candidates with ITIL and security clearance are preferred.