Senior Help Desk Technician

CGS Federal (Contact Government Services); Rockville (MD); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account

Paid Time Off

Observance of State/Federal Holidays

Job summary

A government services provider is seeking a Senior Help Desk Technician in Rockville, MD. This full-time role focuses on providing Level 1 & 2 IT support to senior management and staff within the Executive Office for the United States Attorneys. Applicants should have a solid background in IT support, excellent user training skills, and preferable knowledge of Adobe Connect and ITIL practices. The role offers a chance to contribute to government innovation with supportive working conditions and various professional development options.

Qualifications

• One year or more Adobe Connect or related online meeting center setup experience.
• ITIL Foundations certification is advantageous.
• Change Management experience is a plus.

Responsibilities

• Provide Level 1 & 2 Help Desk support to end users.
• Create procedural documentation for IT processes.
• Conduct IT inventory maintenance and reporting.
• Offer training and support for desktop applications and hardware.

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

Incident work-log entries creation

ITIL best practices

Account Management forms maintenance

Proactive reporting

Inventory management

Desk-side training

Conference and training room setup

Adobe Connect usage

Job description

Employment Type

Full Time

Department

Help Desk

Job Summary

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

• 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

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.

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.

Apply Now

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]

#CJ

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.