Senior Help Desk Tech II - ITIL & Training Focus (Govt)

CGS Federal (Contact Government Services); Dallas (TX); On-site; USD 108,000 - 156,000; 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 II to deliver Level 1 & 2 support for EOUSA, including executive staff, in a full-time role. The position involves desk-side training, asset management, incident logging, and proactive reporting within an ITIL framework.

The role requires setup and support of conference rooms and remote collaboration tools such as Adobe Connect, with emphasis on documentation and end-user training.

Qualifications

• One year or more Adobe Connect or related online meeting center setup experience.
• ITIL Foundations certification advantageous assets shall include: Change Management experience; Active DOD clearance of Level 6 Public Trust or above.

Responsibilities

• Provide Level 1 & 2 Help Desk support for EOUSA end users including senior management, attorneys, and staff.
• Maintain IT inventories and asset records (laptops, desktops, tablets, printers, etc.).
• Submit weekly status reports and monthly surveys.
• Set up and support conference and training rooms with audio/visual equipment.
• Produce proactive reports, trending analysis, and service level reporting using ITIL best practices.

Skills

Backup/Restore

File Server

User Accounts

Software Installation

Hardware Installation

Mobile Devices

Remote Support

End-User Training

Procedural Documentation

Spreadsheets/Databases

ITIL

Incident Logs

User Support

Account Management

ITIL Reporting

IT Inventory

Desk-side Training

Status Reports

Room Setup

Adobe Connect

Tools

Adobe Connect

Job description

CGS Federal (Contact Government Services) seeks a Senior Help Desk Technician II to deliver Level 1 & 2 support for EOUSA, including executive staff, in a full-time role. The position involves desk-side training, asset management, incident logging, and proactive reporting within an ITIL framework.

The role requires setup and support of conference rooms and remote collaboration tools such as Adobe Connect, with emphasis on documentation and end-user training.