Senior Help Desk Technician

Contact Government Services, LLC; Chantilly (VA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health, Dental, Vision

Life Insurance

401k

Flexible Spending Account

Paid Time Off

Job summary

Contact Government Services, LLC is seeking a Senior Help Desk Technician to provide Level 1–2 PC assistance for EOUSA leadership, attorneys, staff and contractors in a secure government office environment.

The role requires ITIL-based incident management, account administration, software/hardware installation, training, and reporting. On-site work in Chantilly, VA with federal contractor compliance and a comprehensive benefits package.

Qualifications

• ITIL Foundations certification is required or advantageous.
• Adobe Connect or related online meeting center experience is preferred.
• Active DOD clearance of Level 6 Public Trust or above is highly desirable.

Responsibilities

• Backup/restoration administration and support.
• File server support.
• User account and mailbox administration.
• Software/hardware installation.
• Handheld device setup and troubleshooting.
• Remote user setup and troubleshooting.
• End-user training.
• Create procedural documentation.
• Create spreadsheets/databases for tracking purposes.
• Record and update IT-related tickets following ITIL guidelines.
• Create incident work logs.
• Maintain account management forms per policy.
• Produce proactive reports and service level analyses using ITIL best practices.
• Maintain IT inventories with spreadsheets.
• Provide desk-side training for new staff on standard apps.
• Submit weekly status reports and monthly surveys.
• Set up and support conference rooms and A/V systems.

Skills

ITIL Foundations

Adobe Connect

DOD Public Trust clearance

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).

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, MFPs’ 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

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.