Senior Help Desk Technician II - ITIL & Remote Support

CGS Federal (Contact Government Services); Detroit (MI); On-site; USD 55,000 - 85,000; 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 provide Level 1–2 PC assist support for EOUSA end users, including senior management, attorneys, staff and contractors. The role covers incident handling, user training, and documentation in an ITIL‑driven environment.

The candidate will join a team delivering front‑line help desk services, desktop support, and conference room setup for meetings, trainings, and client engagements.

Qualifications

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

Responsibilities

• Provide desk-side training for new employees and staff on basic desktop applications (e.g., email, MS Office).
• Submit weekly status reports and monthly surveys.
• Set up and support conference and training rooms for presentations (audio/video, recording, microphones).
• Utilize online meeting apps to support hardware setup and monitor/record sessions.

Skills

Help Desk support

Adobe Connect setup

ITIL foundations

Desktop OS & software install

Remote user setup

End-user training

Incident management

Education

ITIL Foundations certification

Tools

Adobe Connect

Job description

CGS Federal (Contact Government Services) seeks a Senior Help Desk Technician to provide Level 1–2 PC assist support for EOUSA end users, including senior management, attorneys, staff and contractors. The role covers incident handling, user training, and documentation in an ITIL‑driven environment.

The candidate will join a team delivering front‑line help desk services, desktop support, and conference room setup for meetings, trainings, and client engagements.