Senior Help Desk Technician II — ITIL-Driven Enterprise Support

CGS Federal (Contact Government Services); United States; 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

Job summary

A government services provider is seeking a Senior Help Desk Technician to deliver Level 1 & 2 support services for senior management and staff at the Executive Office for the United States Attorneys. Candidates should be motivated and skilled, prepared to contribute to government innovation and provide training on desktop applications. The role includes answering support queries, maintaining IT inventories, and producing reports. Benefits include health and retirement plans, paid time off, and professional growth opportunities.

Qualifications

• One year or more Adobe Connect or related online meeting center set-up experience.
• ITIL Foundations certification is a plus.
• Change Management experience is advantageous.
• Active DOD clearance of Level 6 Public Trust or above.

Responsibilities

• Fulfill Level 1 & 2 Help Desk support requirements.
• Provide remote user setup and troubleshooting.
• Answer user support questions regarding hardware and software.
• Conduct desk-side training for new employees.

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

User support questions in EOUSA environment

Account Management forms maintenance

Proactive reports and service level reporting

Conduct IT inventories

Desk-side training

Set up support for conference rooms

Job description

A government services provider is seeking a Senior Help Desk Technician to deliver Level 1 & 2 support services for senior management and staff at the Executive Office for the United States Attorneys. Candidates should be motivated and skilled, prepared to contribute to government innovation and provide training on desktop applications. The role includes answering support queries, maintaining IT inventories, and producing reports. Benefits include health and retirement plans, paid time off, and professional growth opportunities.