Senior Help Desk Technician II - ITIL & End-User Support

CGS Federal (Contact Government Services); Boston (MA); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Health, Dental, and Vision

Life Insurance

401k

FSAs (Health/Dependent Care/Commuter)

Paid Time Off

Job summary

CGS Federal (Contact Government Services) seeks a Senior Help Desk Technician to provide Level 1–2 support for EOUSA. The role supports senior management, attorneys, and staff, handling PC hardware/software issues, training, and documentation.

Responsibilities include ITIL-aligned incident management, proactive reporting, inventory control, and creating procedural guides. The position offers growth in a government-focused environment.

Qualifications

• Adobe Connect or related online meeting center setup experience.
• ITIL Foundations certification or equivalent knowledge.
• Change Management experience is a plus.
• Active DoD clearance Level 6 Public Trust or above.

Responsibilities

• Provide Level 1 & 2 Help Desk support for EOUSA users.
• Configure and maintain desk-side and conference room setups.
• Produce and maintain ITIL-based incident logs and reports.
• Create procedural documentation and end-user guides.
• Deliver desk-side training for new staff on standard apps.

Skills

Adobe Connect setup experience

ITIL fundamentals

Incident management

Document creation

Training end users

Report generation

Account management

Education

ITIL Foundations certification

Change Management experience

Active DoD clearance Level 6 Public Trust or above

Tools

Adobe Connect

Job description

CGS Federal (Contact Government Services) seeks a Senior Help Desk Technician to provide Level 1–2 support for EOUSA. The role supports senior management, attorneys, and staff, handling PC hardware/software issues, training, and documentation.

Responsibilities include ITIL-aligned incident management, proactive reporting, inventory control, and creating procedural guides. The position offers growth in a government-focused environment.