Senior End-User Support & Training Specialist

CGS Federal (Contact Government Services); Knoxville (TN); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Health, Dental, Vision

Life Insurance

401k

Flexible Spending Account

Paid Time Off

Job summary

CGS Federal (Contact Government Services) seeks a Senior User Support Specialist to set up and operate an end-user support program for major applications and projects. You will train users, deliver classroom and on-site sessions, and provide Tier I/II support for Windows and Microsoft 365 environments.

The role emphasizes training program development, user training delivery to attorneys and staff, and collaboration with Help Desk and Application teams within the Information Technology department.

Qualifications

• 2+ years teaching/training users on computer applications (preferably database, imaging, or automated litigation support).
• 1+ year experience with the specific applications being supported.
• Supervisory experience is helpful.
• Hands-on familiarity with network, telecommunications, and operating systems environments supporting the applications.
• Experience with DOJ office automation environments is extremely helpful.
• Expert user of government word processing, spreadsheet, and email systems.

Responsibilities

• Sets up and operates an end-user support program for major applications supporting specific projects.
• Establishes training facilities and schedules.
• Delivers user-level training for databases/software and office automation tools.
• Trains audiences including attorneys, paralegals, Government Case Managers, client agency staff, and contractor employees.
• Performs help desk functions: responds to user calls, installs/troubleshoots litigation support packages on user desktops, coordinates with staff.
• Configures and supports Microsoft 365 applications and other enterprise software.
• Administers Windows Server environments including Active Directory, DNS/DHCP, and Group Policy for DOJ policies.
• Performs patch management and vulnerability remediation; ensures compliance with security controls.

Skills

Training experience

Communication skills

Supervisory experience

Networking

Operating systems

Education

Bachelor's degree

Tools

Active Directory

DNS/DHCP

Group Policy

MECM

Windows Server

Job description

CGS Federal (Contact Government Services) seeks a Senior User Support Specialist to set up and operate an end-user support program for major applications and projects. You will train users, deliver classroom and on-site sessions, and provide Tier I/II support for Windows and Microsoft 365 environments.

The role emphasizes training program development, user training delivery to attorneys and staff, and collaboration with Help Desk and Application teams within the Information Technology department.