Senior Help Desk Tech II - ITIL & EOUSA Support

CGS Federal (Contact Government Services); Washington (District of Columbia); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account

Paid Time Off and holidays

Job summary

CGS Federal seeks a Senior Help Desk Technician to deliver Level 1 & 2 Help Desk support for EOUSA, handling end-user devices, accounts, software, and conference room setups. The role emphasizes ITIL practices, documentation, and proactive reporting.

Candidates should have ITIL Foundations, Change Management experience, and a DoD Public Trust level clearance or higher. This is a full-time on-site position with CGS in the Washington, DC area.

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

• Provide Level 1 & 2 Help Desk support to EOUSA end users.
• Install and support software/hardware and maintain accounts.
• Create procedural documentation and reports.
• Set up conference rooms and A/V systems for trainings.
• Utilize ITIL processes and maintain inventories of IT assets.

Skills

Backup/Restoration

File Server

User Account/Mailbox administration

Software/Hardware installation

Handheld device installation

Remote User setup

End-user training

Procedural documentation

Spreadsheets/databases

ITIL incident logging

Proactive reporting

Inventory management

Conference room setup

Adobe Connect

Tools

Adobe Connect

Job description

CGS Federal seeks a Senior Help Desk Technician to deliver Level 1 & 2 Help Desk support for EOUSA, handling end-user devices, accounts, software, and conference room setups. The role emphasizes ITIL practices, documentation, and proactive reporting.

Candidates should have ITIL Foundations, Change Management experience, and a DoD Public Trust level clearance or higher. This is a full-time on-site position with CGS in the Washington, DC area.