Senior Help Desk Tech II - ITIL Pro Support

CGS Federal (Contact Government Services); Dallas (TX); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account

Paid Time Off

Job summary

CGS Federal (Contact Government Services) seeks a Senior Help Desk Technician to provide Level 1 & 2 PC assist support to EOUSA end users including senior management, attorneys, staff and contractors in a government environment.

The role focuses on ITIL-aligned incident management, desk-side training, and proactive reporting; candidates should be adept at Adobe Connect, software/hardware installations, and end-user documentation within a secure EOUSA setting in Dallas, TX.

Qualifications

• Experience in IT Help Desk operations and ITIL-aligned processes.
• Experience with EOUSA or government-facing environments is a plus.

Responsibilities

• Provide Level 1 & 2 Help Desk support to EOUSA end users including senior management, attorneys and staff.
• Create and maintain procedural documentation and incident logs.
• Set up and support conference and training rooms with AV and collaboration tools.
• Generate proactive reports and service-level analyses.

Skills

Backup/Restoration

File Server

User Accounts

Software/Hardware Install

Remote User Setup

End-User Training

Documentation

Spreadsheets/Databases

ITIL

Incident Logs

Account Management forms

IT Inventories

Desk-side Training

Conference Room Setup

Adobe Connect

Education

Bachelor's degree in IT or related field

Tools

Adobe Connect

Microsoft Office

Job description

CGS Federal (Contact Government Services) seeks a Senior Help Desk Technician to provide Level 1 & 2 PC assist support to EOUSA end users including senior management, attorneys, staff and contractors in a government environment.

The role focuses on ITIL-aligned incident management, desk-side training, and proactive reporting; candidates should be adept at Adobe Connect, software/hardware installations, and end-user documentation within a secure EOUSA setting in Dallas, TX.