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

CGS Federal (Contact Government Services); San Francisco (CA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account (Health, Dep

Dependent Care

Commuter

Job summary

CGS Federal (Contact Government Services) is seeking a Senior Help Desk Technician to provide Level 1 & 2 support for the EOUSA environment, assisting senior management, attorneys, and staff with PC issues and account administration.

The role emphasizes ITIL-aligned incident handling, proactive reporting, and training for staff, including conference room tech support and inventory management in a government setting.

Qualifications

• 1+ year experience with Adobe Connect or similar online meeting center setup.
• ITIL Foundations certification preferred.
• Active DOD Public Trust clearance Level 6 or higher preferred.

Responsibilities

• Provide Level 1 & 2 Help Desk support for EOUSA end users.
• Administer file servers, accounts, and mailboxes.
• Install software/hardware and set up handheld devices.
• Create procedural documents and tracking databases.
• Submit weekly status reports and manage conference room setups.
• Produce proactive reports and monitor service levels.

Skills

Backup/Restoration

File Server support

User Account/Mailbox administration

Software/Hardware installation

Remote User setup

End-user training

Procedural documentation

ITIL tickets & logs

Incident work-log entries

Answering user questions

Account management forms

Proactive reporting & SLA

Inventory management

Desk-side training

Conference room setup

Education

ITIL Foundations certification

Active DOD Public Trust clearance (Level 6)

Tools

Adobe Connect

Job description

CGS Federal (Contact Government Services) is seeking a Senior Help Desk Technician to provide Level 1 & 2 support for the EOUSA environment, assisting senior management, attorneys, and staff with PC issues and account administration.

The role emphasizes ITIL-aligned incident handling, proactive reporting, and training for staff, including conference room tech support and inventory management in a government setting.