Senior Help Desk Tech – ITIL‑Driven Support

Cgsfederal; Baltimore (MD); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

401(k) retirement plan

Flexible Spending Account (FSA)

Paid Time Off

Job summary

Contact Government Services, LLC is seeking a Senior Help Desk Technician to provide Level 1–2 PC support for EOUSA staff, including executives, attorneys, and contractors. The role encompasses troubleshooting, user support, and ITIL-based ticketing in a government office environment.

Responsibilities include backup/restoration, file server support, account and mailbox administration, and on-site training. A current ITIL foundation and a preferred public trust clearance are assets.

Qualifications

• One year or more Adobe Connect or related online meeting center set‑up experience.
• Change Management experience (preferred).
• Active DOD clearance of Level 6 Public Trust or above (preferred).
• ITIL Foundations certification (preferred).

Responsibilities

• Provide Level1 & 2 Help Desk support for end users including senior management and EOUSA.
• Troubleshoot hardware and software issues across multiple platforms.
• Maintain IT inventories and update incident work logs per ITIL procedures.
• Create procedural documentation and training for end users.
• Submit weekly status reports and assist with reports and trends.

Skills

Adobe Connect setup

Education

ITIL Foundations certification

Tools

Adobe Connect

Job description

Contact Government Services, LLC is seeking a Senior Help Desk Technician to provide Level 1–2 PC support for EOUSA staff, including executives, attorneys, and contractors. The role encompasses troubleshooting, user support, and ITIL-based ticketing in a government office environment.

Responsibilities include backup/restoration, file server support, account and mailbox administration, and on-site training. A current ITIL foundation and a preferred public trust clearance are assets.