Senior Help Desk Technician

Contact Government Services, LLC; Boston (MA); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account

Paid Time Off

Job summary

Dormont Manufacturing Co in Boston is looking for a Senior Help Desk Technician to provide essential Level 1 & 2 support to a diverse range of end users, including senior management and staff at the Executive Office for the United States Attorneys. This role requires a proactive approach in managing IT assets, providing support, and training the users.

Key responsibilities include software/hardware troubleshooting, remote user setup, and conducting technical training for new hires. The ideal candidate will have experience with Adobe Connect and ITIL certification. Benefits include comprehensive health coverage, a 401k plan, and paid time off.

Qualifications

• One year or more Adobe Connect experience preferred.
• ITIL Foundations certification.
• Change Management experience is a plus.

Responsibilities

• Provide Level 1 & 2 Help Desk support to end users.
• Conduct regular IT inventory and manage IT assets.
• Create and maintain procedural documentation for support processes.
• Submit weekly status reports and monthly surveys.
• Provide desk-side training for new employees.

Skills

Adobe Connect or related online meeting center set‑up experience

ITIL Foundations certification

Change Management experience

Active DOD clearance of Level 6 Public Trust or above

Job description

Senior Help Desk Technician

Employment Type: Full Time

Department: Help Desk

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

Responsibilities

• 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
• Accurately answer user support questions of software and hardware in the EOUSA office environment
• Maintain Account Management forms for new and departed users per Government policy and procedures
• Produce proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practices
• Conduct and maintain accountable IT inventories such as laptops, desktops, tablet PCs, printers, MFP accessories, IT supplies, etc. using spreadsheets
• 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
• Submit weekly status reports and monthly surveys
• 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
• 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

• 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:
• ITIL Foundations certification
• Change Management experience
• Active DOD clearance of Level 6 Public Trust or above

Benefits

• Health, Dental, and Vision
• Life Insurance
• 401k
• Flexible Spending Account (Health, Dependent Care, and Commuter)
• Paid Time Off and Observance of State/Federal Holidays

Equal Opportunity Employer

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.