Senior Help Desk Technician

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

Senior Help Desk Technician – Full Time – Help Desk Department.

CGS seeks a Senior Help Desk Technician to provide Level1 & 2 Help Desk (PC Assist) support services for end users, including senior management, attorneys, support staff, contractors, and the Executive Office for the United States Attorneys (EOUSA). This role involves troubleshooting, user support, and technical assistance across multiple platforms.

Responsibilities

• Backup/Restoration administration and support
• File Server support
• User Account and Mailbox administration
• Software and Hardware installation
• Handheld device installation, troubleshooting, and support
• Remote user setup, support, and troubleshooting
• End‑user training
• Creation of procedural documentation
• Creation of spreadsheets and databases for tracking purposes
• Record and update information for all IT‑related tickets using ITIL procedures
• Creation of Incident work‑log entries
• Accurately answer user support questions on software and hardware in the EOUSA office environment
• Maintain Account Management forms for new and departing users per government policy and procedures
• Produce proactive reports, trending analysis, service level reporting, process consultation, and application of ITIL best practices
• Manage accountable IT inventories (laptops, desktops, tablets, printers, MFPs, accessories, supplies) using spreadsheets
• Provide desk‑side training for new employees and staff on standard desktop applications and research databases
• Submit weekly status reports and monthly surveys
• Set up and support conference and training rooms for presentations, including audio, video, A/V distribution systems, computer hardware and software, control programming, microphones, amplifiers, encrypted wireless microphone systems, digital recording, and computer/video interface
• Use online meeting applications such as Adobe Connect to support hardware set‑up and facilitate online meeting sessions

Qualifications

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

Benefits

• Health, Dental, and Vision insurance
• Life insurance
• 401(k) retirement plan
• Flexible Spending Account (Health, Dependent Care, and Commuter)
• Paid Time Off and observance of State/Federal holidays

Contact Government Services, LLC is an Equal Opportunity Employer. Applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.