Senior Help Desk Technician

CGS; Baltimore (MD); On-site; USD 84,000 - 108,000; Full time

Job summary

An established industry player is seeking a Senior Help Desk Technician to provide essential support services for a diverse range of end users. This role involves troubleshooting, training, and managing IT resources while ensuring a high level of service delivery. The ideal candidate will thrive in a collaborative environment and contribute to innovative solutions that enhance government operations. With a commitment to employee growth and a comprehensive benefits package, this opportunity offers a chance to make a meaningful impact in a dynamic field. Join a team dedicated to transforming government services through technology and teamwork.

Benefits

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account

Paid Time Off

Observance of State/Federal Holidays

Qualifications

• Experience in IT support roles, particularly with Help Desk services.
• Knowledge of ITIL best practices and proactive reporting.

Responsibilities

• Provide Level 1 & 2 Help Desk support to end users.
• Conduct training and maintain IT inventories for equipment.
• Produce reports and manage IT-related tickets effectively.

Skills

Backup/Restoration admin/support

File Server support

User Account/Mailbox administration

Software/Hardware installation

Handheld device installation/troubleshooting/support

Remote User setup/support/troubleshooting

End-user training

Creation of procedural documentation

Creation of spreadsheets/databases for tracking purposes

Record and update required information for all IT-related tickets utilizing ITIL

Creation of Incident work-log entries

Maintain Account Management forms for new and departed users

Produce proactive reports and trending analysis

Conduct and maintain accountable IT inventories

Provide desk-side training for new employees

Set up and support conference and training rooms

Utilize online meeting applications

Education

ITIL Foundations certification

Change Management experience

Active DOD clearance of Level 6 Public Trust or above

Tools

Adobe Connect

Job description

Senior Help Desk Technician

Employment Type: Full Time

Department: Help Desk

CGS seeks a Senior Help Desk Technician to fulfill the requirements of Level 1 & 2 Help Desk (PC Assist) support services to end users consisting of senior management, attorneys, support staff, contractors, and associated systems for the Executive Office for the United States Attorneys (EOUSA).

CGS brings motivated, highly skilled, and creative people together to solve the government’s most dynamic problems with cutting-edge technology. To carry out our mission, we are seeking candidates who are excited to contribute to government innovation, appreciate collaboration, and can anticipate the needs of others. Here at CGS, we offer an environment in which our employees feel supported, and we encourage professional growth through various learning opportunities.

Skills and attributes for success:

1. Backup/Restoration admin/support
2. File Server support
3. User Account/Mailbox administration
4. Software/Hardware installation
5. Handheld device installation/troubleshooting/support
6. Remote User setup/support/troubleshooting
7. End-user training
8. Creation of procedural documentation
9. Creation of spreadsheets/databases for tracking purposes
10. Record and update required information for all IT-related tickets utilizing ITIL
11. Creation of Incident work-log entries
12. Accurately answer user support questions of software and hardware in the EOUSA office environment
13. Maintain Account Management forms for new and departed users per Government policy and procedures
14. Produce proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practices
15. Conduct and maintain accountable IT inventories such as laptops, desktops, tablet PCs, printers, MFPs’ accessories, IT supplies, etc. using spreadsheets
16. Provide desk-side training for new employees and staff, consisting of basic instructions on accessing and using standard desktop applications (e.g. e-Mail, Microsoft Office, etc) and how to access available research database applications
17. Submit weekly status reports and monthly surveys
18. Set up and support conference and training rooms for presentations including, audio systems, video systems, A/V distribution systems, computer hardware and software, control programming, microphones, amplifiers, encrypted wireless microphone systems, digital recording and computer/video interface
19. Utilize online meeting applications such as Adobe Connect to support hardware set-up of microphones and webcams, set-up operations for audio mixing boards and facilitate/monitor/record online meeting sessions

Qualifications:

1. One year or more Adobe Connect or related online meeting center set-up experience. Non-Required, advantageous additional knowledge, experience, or competency considered favorable assets shall include:
2. ITIL Foundations certification
3. Change Management experience
4. Active DOD clearance of Level 6 Public Trust or above

Our Commitment:

Contact Government Services (CGS) strives to simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources. We combine cutting-edge technology with world-class personnel to deliver customized solutions that fit our client’s specific needs. We are committed to solving the most challenging and dynamic problems.

For the past seven years, we’ve been growing our government-contracting portfolio, and along the way, we’ve created valuable partnerships by demonstrating a commitment to honesty, professionalism, and quality work.

Here at CGS we value honesty through hard work and self-awareness, professionalism in all we do, and to deliver the best quality to our consumers mending those relations for years to come.

We care about our employees. Therefore, we offer a comprehensive benefits package:

• Health, Dental, and Vision
• Life Insurance
• 401k
• 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 their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Join our team and become part of government innovation!

Explore additional job opportunities with CGS on our Job Board:

https://cgsfederal.com/join-our-team/

For more information about CGS please visit: https://www.cgsfederal.com or contact:

Email: [e-mail]

$84,000 - $108,000 a year