Senior Help Desk Technician II — Enterprise IT Support

CGS Federal (Contact Government Services); United States; On-site; USD 56,000 - 72,000; Full time

Benefits offered by this job

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account (FSA)

Job summary

CGS is seeking a Senior Help Desk Technician to provide Level 1–2 PC assist support to EOUSA end users, including executives and staff. The role covers account management, software/hardware installs, training, and incident logging in an ITIL framework.

You will support conference rooms and online meetings, maintain inventories, and generate proactive reports. A strong service mindset and clear documentation are essential.

Qualifications

• ItIL Foundations certification
• Change Management experience
• Active DOD clearance of Level 6 Public Trust or above

Responsibilities

• Provide Level 1 & 2 Help Desk support for EOUSA end users including senior management, attorneys, staff and contractors.
• Manage user accounts and mailboxes in accordance with government policy.
• Install and configure software and hardware for desktop and peripheral devices.
• Set up and troubleshoot handheld devices and remote access for users.
• Deliver end-user training and create procedural documentation.
• Create and maintain spreadsheets/databases to track tickets and inventory.
• Log incidents and maintain ITIL-compliant work logs and reporting.
• Support conference rooms and AV setups for meetings and trainings, including online meeting tools.

Skills

Backup/Restoration

File Server support

Account/Mailbox admin

Software/Hardware install

Mobile device install

Remote user setup

End-user training

Procedural docs

Data tracking

ITIL incident log

ITIL practices

Asset inventory

Desk-side training

Conference room setup

Adobe Connect setup

Education

Tools

Adobe Connect

Job description

CGS is seeking a Senior Help Desk Technician to provide Level 1–2 PC assist support to EOUSA end users, including executives and staff. The role covers account management, software/hardware installs, training, and incident logging in an ITIL framework.

You will support conference rooms and online meetings, maintain inventories, and generate proactive reports. A strong service mindset and clear documentation are essential.