Senior Help Desk Technician

Contact Government Services, LLC; Washington; On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account (FSA)

Paid Time Off

Job summary

Contact Government Services, LLC is seeking a Senior Help Desk Technician to provide Level 1–2 PC assist support to senior management, attorneys, staff and contractors at EOUSA. The role covers incident logging, account management, and desk-side training in a government environment.

The ideal candidate will have ITIL knowledge, Adobe Connect setup experience, and a current DoD clearance or must be eligible. Strong communication and documentation skills are essential.

Qualifications

• Experience providing Level 1–2 Help Desk support to executive users.
• Strong ITIL knowledge and incident management experience.
• DoD clearance at Level 6 Public Trust or higher is preferred or required if applicable.

Responsibilities

• Provide Level 1–2 support for EOUSA environment and end users.
• Maintain and update IT inventories and account management forms.
• Produce proactive reports and service level analytics.
• Submit weekly status reports and monthly surveys.
• Set up and support conference/training rooms and online meeting platforms.

Skills

End-user support

Account management

ITIL processes

Remote/desk-side support

Training end-users

Documentation

Incident logging

Hardware/software installation

Conference room support

Education

ITIL Foundations certification

DoD security clearance 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:

• 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.

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.