Senior Help Desk Technician II — ITIL & End-User Expert

CGS Federal (Contact Government Services); City of Albany (NY); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health, Dental, Vision

Life Insurance

401k

Flexible Spending Account

Paid Time Off

Job summary

CGS Federal (Contact Government Services) seeks a Senior Help Desk Technician to deliver Level 1 & 2 PC support for EOUSA, assisting executives, attorneys, and staff. Responsibilities include incident management, password resets, account maintenance, and end-user training, with a focus on ITIL-aligned process improvements.

The role encompasses setup of video/audio for rooms, online meeting support, and proactive reporting; the team emphasizes collaboration and professional growth within

Qualifications

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

Responsibilities

• Provide Level 1 & 2 Help Desk support to senior management, attorneys, and staff.
• Set up and support conference/training rooms including audio/video systems.
• Create procedural docs and proactive reports; maintain IT inventories.
• Record and update information for IT tickets using ITIL practices.
• Deliver desk-side training on standard desktop applications and access to research databases.
• Submit weekly status reports and compile monthly surveys.

Skills

Backup/Restoration

File Server

User Accounts/Mailboxes

Software/Hardware install

Remote user setup

End-user training

Procedural documentation

Spreadsheets/Databases

ITIL ticketing & records

Incident work-log entries

Account management forms

Proactive reporting & SLAs

Inventory management

Desk-side training

Weekly status reports

Conference room setup

Tools

Adobe Connect

Job description

CGS Federal (Contact Government Services) seeks a Senior Help Desk Technician to deliver Level 1 & 2 PC support for EOUSA, assisting executives, attorneys, and staff. Responsibilities include incident management, password resets, account maintenance, and end-user training, with a focus on ITIL-aligned process improvements.

The role encompasses setup of video/audio for rooms, online meeting support, and proactive reporting; the team emphasizes collaboration and professional growth within