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

CGS Federal (Contact Government Services); Chantilly (VA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health, Dental, Vision

Life Insurance

401k

Flexible Spending Account

Paid Time Off

Job summary

CGS seeks a Senior Help Desk Technician to provide Level 1–2 PC support to EOUSA end users, including senior management and attorneys, using ITIL-aligned practices. The role covers desk-side training, incident logging, and proactive reporting.

Responsibilities include configuring user accounts, software/hardware installs, and supporting conference rooms with A/V and online meeting tools. Requires DOD clearance readiness and strong ITIL skills.

Qualifications

• Adobe Connect or similar online meeting setup experience.
• ITIL Foundations certification preferred. Change management experience valued.
• Active DOD clearance Level 6 Public Trust or above required/desired.

Responsibilities

• Provide Level 1–2 Help Desk support for EOUSA end users (senior management, attorneys, staff).
• Manage and document IT tickets using ITIL processes and create incident work logs.
• Set up and support conference rooms, including audio/video and online meeting setups.
• Produce proactive reports and service-level reporting to track performance.

Skills

Backup/Restoration

File Server

User Accounts/Mailboxes

Software/Hardware installation

Remote user setup

End-user training

Procedural documentation

Spreadsheets/Databases

ITIL ticketing

Incident logs

Account management forms

Proactive reporting & SLAs

IT inventories

Desk-side training

Conference/training room setup

Online meeting setup (Adobe Connect)

Education

ITIL Foundations certification

Change Management experience

Active DOD clearance Level 6 Public Trust or above

Tools

Adobe Connect

Job description

CGS seeks a Senior Help Desk Technician to provide Level 1–2 PC support to EOUSA end users, including senior management and attorneys, using ITIL-aligned practices. The role covers desk-side training, incident logging, and proactive reporting.

Responsibilities include configuring user accounts, software/hardware installs, and supporting conference rooms with A/V and online meeting tools. Requires DOD clearance readiness and strong ITIL skills.