Senior Help Desk Engineer - ITIL & Desktop Support

CGS Federal; Charlotte (NC); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account (Health, Dep

Paid Time Off

Job summary

CGS Federal in Charlotte, NC is seeking a Senior Help Desk Technician to provide Level 1 and 2 support for the EOUSA environment, assisting senior management and staff with software and hardware issues. The role requires hands‑on troubleshooting, desk‑side training, and documentation to ensure reliable service delivery.

The position emphasizes ITIL‑driven incident logging, proactive reporting, room/AV setup for meetings, and collaboration with cross‑functional teams to maintain secure, efficient

Qualifications

• ITIL Foundations certification.
• Change Management experience.
• Active DoD clearance of Level 6 Public Trust or above.

Skills

Backup/Restoration

File Server

User Account/Mailbox

Software/Hardware installation

Handheld device installation

Remote User setup

End-user training

ITIL

Incident management

Procedural documentation

Tools

Adobe Connect

Job description

CGS Federal in Charlotte, NC is seeking a Senior Help Desk Technician to provide Level 1 and 2 support for the EOUSA environment, assisting senior management and staff with software and hardware issues. The role requires hands‑on troubleshooting, desk‑side training, and documentation to ensure reliable service delivery.

The position emphasizes ITIL‑driven incident logging, proactive reporting, room/AV setup for meetings, and collaboration with cross‑functional teams to maintain secure, efficient