Senior Help Desk Technician

Cgsfederal; Miami (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health, Dental, and Vision insurance

Life insurance

401(k) retirement plan

Flexible Spending Account (FSA)

Paid Time Off

Job summary

CGS seeks a Senior Help Desk Technician to provide Level1 & 2 Help Desk support for end users within the EOUSA environment. Responsibilities include troubleshooting across multiple platforms, user account and mailbox administration, and assisting with documentation and reporting.

The role emphasizes ITIL-based practices, proactive incident management, and hands-on training for new staff, with an on-site work setting in a government office environment.

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).

Responsibilities

• Provide Level1 & 2 Help Desk support for end users including senior management, attorneys, staff, contractors, and EOUSA.
• Troubleshoot, document, and resolve software/hardware issues across multiple platforms.
• Manage user accounts, mailboxes, file servers, and IT inventories with ITIL-aligned processes.
• Install software/hardware and set up handheld devices; perform remote user support and training.
• Create procedural documentation, incident logs, and proactive reports; assist with SLA reporting.

Skills

Adobe Connect setup

ITIL Foundations

Change Management

DOD Public Trust clearance (preferred)

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.