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

CGS Federal; Atlanta (GA); On-site; USD 108,000 - 156,000; Full time

Benefits offered by this job

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account

Paid Time Off

Job summary

CGS Federal seeks a Senior Help Desk Technician II to deliver Level 1 and 2 support for the EOUSA environment, assisting senior management, attorneys, staff and contractors. You will manage user accounts, mailboxes, and devices, install software/hardware, and provide end-user training across a government office setting.

The role emphasizes ITIL-aligned incident management, proactive reporting, and accurate documentation. CGS provides comprehensive benefits and opportunities for growth.

Qualifications

• Experience supporting Level 1&2 Help Desk in a government office environment.
• Strong familiarity with ITIL best practices and incident management.
• Ability to create procedural docs and tracking spreadsheets/databases.

Responsibilities

• Provide desk-side and remote IT support for senior management, attorneys, and staff.
• Manage user accounts, mailboxes, and device configurations.
• Install and troubleshoot software/hardware, handheld devices, and peripherals.
• Set up conference/training rooms and online meeting sessions (Adobe Connect).
• Produce proactive reports, SLA tracking, and IT inventories.
• Document work logs, update tickets, and communicate status weekly.
• Deliver end-user training and build knowledge base content.

Skills

Backup/restoration

File server support

Mailbox administration

Software/hardware installation

Remote user setup

End-user training

ITIL process understanding

Documentation creation

Incident logging

Education

IT experience in EOUSA environment

Tools

Adobe Connect

Job description

CGS Federal seeks a Senior Help Desk Technician II to deliver Level 1 and 2 support for the EOUSA environment, assisting senior management, attorneys, staff and contractors. You will manage user accounts, mailboxes, and devices, install software/hardware, and provide end-user training across a government office setting.

The role emphasizes ITIL-aligned incident management, proactive reporting, and accurate documentation. CGS provides comprehensive benefits and opportunities for growth.