Senior Help Desk Technician II

CGS Federal (Contact Government Services); Trenton (NJ); On-site; USD 108,000 - 156,000; Full time

Job summary

An established industry player is seeking a Senior Help Desk Technician to provide essential support services to end users, including senior management and contractors. This role involves managing IT-related tickets, user account administration, and maintaining IT inventories, all while fostering a collaborative environment. With a commitment to innovation and professional growth, this position offers a unique opportunity to contribute to government processes using cutting-edge technology. Join a team that values honesty, professionalism, and quality, and help shape the future of government services.

Benefits

Health insurance

Dental insurance

Vision insurance

Life insurance

401k plan

Flexible spending accounts

Paid time off

Qualifications

• 1+ years of experience with Adobe Connect or similar online meeting platforms.
• ITIL Foundations certification preferred for effective service management.
• Active DOD clearance of Level 6 Public Trust or higher is a plus.

Responsibilities

• Provide Level 1 & 2 Help Desk support to end users including senior management.
• Assist users with software and hardware issues in the EOUSA environment.
• Manage IT inventories and produce service level reports.

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

Record and update IT-related tickets using ITIL

Creation of Incident work-log entries

Assist users with software and hardware issues

Maintain Account Management forms

Produce reports and trend analysis

Manage IT inventories

Provide desk-side training

Support conference and training room setups

Utilize online meeting applications like Adobe Connect

Education

ITIL Foundations certification

Change Management experience

Active DOD clearance of Level 6 Public Trust or higher

Tools

Adobe Connect

Job description

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CGS Federal (Contact Government Services) provided pay range

This range is provided by CGS Federal (Contact Government Services). Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$108,000.00/yr - $156,000.00/yr

Employment Type: Full Time

Department: Help Desk

CGS seeks a Senior Help Desk Technician to provide Level 1 & 2 Help Desk (PC Assist) support services to end users including senior management, attorneys, support staff, contractors, and associated systems for the Executive Office for the United States Attorneys (EOUSA).

CGS combines motivated, highly skilled, and creative professionals to solve the government’s most dynamic problems with cutting-edge technology. We value collaboration, innovation, and professional growth, offering various learning opportunities to our employees.

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
• Record and update IT-related tickets using ITIL
• Creation of Incident work-log entries
• Assist users with software and hardware issues in EOUSA environment
• Maintain Account Management forms for new and departed users per government policy
• Produce reports, trend analysis, service level reports, and ITIL best practices
• Manage IT inventories such as laptops, desktops, printers, etc., using spreadsheets
• Provide desk-side training on desktop applications and research database access
• Submit weekly status reports and monthly surveys
• Support conference and training room setups, including audio/video systems
• Utilize online meeting applications like Adobe Connect for hardware setup and online sessions

Qualifications:

• At least one year of experience with Adobe Connect or similar online meeting platforms
• ITIL Foundations certification (preferred)
• Change Management experience (preferred)
• Active DOD clearance of Level 6 Public Trust or higher (preferred)

Our Commitment:

CGS aims to simplify government processes through innovative technology and skilled personnel. We are committed to delivering customized solutions, fostering honesty, professionalism, and quality. We offer comprehensive benefits including health, dental, vision, life insurance, 401k, flexible spending accounts, and paid time off.

CGS is an Equal Opportunity Employer. Applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Join our team and contribute to government innovation! Explore more opportunities at our Job Board or visit our website. For inquiries, contact: [e-mail].