Senior Help Desk Technician II – ITIL‑Driven Support

CGS Federal (Contact Government Services); Miami (FL); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account (FSA)

Paid Time Off

Job summary

CGS Federal seeks a Senior Help Desk Technician to deliver Level 1 and 2 support for EOUSA end users, including senior management and attorneys, in a demanding government environment.

The role requires strong ITIL-based ticketing, conference room setup, and end-user training. You will maintain inventories, generate proactive reports, and ensure effective remote and desk-side assistance for desktop and software applications.

Qualifications

• Adobe Connect setup experience (1+ year).
• ITIL Foundations certification.
• Change Management experience.
• Active DOD clearance of Level 6 Public Trust or above.

Responsibilities

• Provide Level 1 & 2 PC help desk support for EOUSA end users.
• Set up and support conference/training rooms.
• Create and maintain IT inventories and reports.
• Produce proactive service reports and SLAs.
• Train end users on standard desktop apps.
• Record and update IT tickets using ITIL.

Skills

ITIL Foundations

Adobe Connect setup

Remote user support

End-user training

Documentation

Inventory management

Conference room setup

Escalation handling

Tools

Microsoft Office

Adobe Connect

Job description

CGS Federal seeks a Senior Help Desk Technician to deliver Level 1 and 2 support for EOUSA end users, including senior management and attorneys, in a demanding government environment.

The role requires strong ITIL-based ticketing, conference room setup, and end-user training. You will maintain inventories, generate proactive reports, and ensure effective remote and desk-side assistance for desktop and software applications.