Senior Help Desk Technician II

Cgsfederal; Baltimore (MD); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account

Paid Time Off and Holidays

Job summary

CGS seeks a Senior Help Desk Technician II to deliver Level 1 and 2 support for EOUSA staff, including senior management and attorneys, in a government environment. You will handle incidents, account maintenance, and ITIL-aligned processes to ensure high service levels.

You will install software/hardware, support mobile devices, train users, and generate proactive reports. A DOD Public Trust clearance and ITIL foundations are required for this full-time on-site role in EOUSA.

Qualifications

• One year or more 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.

Responsibilities

• Backup/restoration administration and support.
• File server support and maintenance.
• User account and mailbox administration.
• Software and hardware installation.
• Handheld device installation and support.
• Remote user setup and troubleshooting.
• End-user training and support.
• Create procedural documentation.
• Create spreadsheets and databases for tracking.
• Log and update IT tickets following ITIL guidelines.
• Create incident work-log entries.
• Answer user questions on software/hardware in EOUSA environment.
• Maintain account management forms for new/departed users.
• Produce reports, trends, service levels, and ITIL best practices.
• Maintain IT inventories with spreadsheets.
• Provide desk-side training on desktop apps and research databases.
• Submit weekly status reports and monthly surveys.
• Set up conference/training rooms including A/V and microphones.
• Support online meetings with Adobe Connect and related tech.

Skills

Adobe Connect

ITIL Foundations

Change Management

DOD clearance

Job description

Senior Help Desk Technician II

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
• 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.