Senior Help Desk Technician II — ITIL & Training Focus

CGS Federal (Contact Government Services); Austin (TX); On-site; USD 55,000 - 90,000; Full time

Benefits offered by this job

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account (Health, Dependent Care, and Commuter)

Paid Time Off and Observance of State/Federal Holidays

Job summary

A government contracting firm based in Austin, Texas is looking for a Senior Help Desk Technician to provide Level 1 and 2 support to senior management and staff. The ideal candidate will have skills in backup and restoration, software installation, and user training. Responsibilities include troubleshooting support, maintaining IT inventory, and creating procedural documentation. This opportunity offers a full-time position with comprehensive benefits including health, dental, and 401k options.

Qualifications

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

Responsibilities

• Fulfill Level 1 & 2 Help Desk support services to end users.
• Conduct end-user training and support.
• Create and maintain procedural documentation.
• Provide status reports and tracking of tickets.

Skills

Backup/Restoration admin/support

File Server support

User Account/Mailbox administration

Software/Hardware installation

Handheld device installation/troubleshooting/support

Remote User setup/support/troubleshooting

End-user training

Creation of procedural documentation

Creation of spreadsheets/databases for tracking purposes

Accurate user support questions answering

Maintain Account Management forms

Proactive reports and trending analysis

Conduct IT inventories

Desk-side training for new employees

Set up conference and training rooms

Utilize online meeting applications

Job description

A government contracting firm based in Austin, Texas is looking for a Senior Help Desk Technician to provide Level 1 and 2 support to senior management and staff. The ideal candidate will have skills in backup and restoration, software installation, and user training. Responsibilities include troubleshooting support, maintaining IT inventory, and creating procedural documentation. This opportunity offers a full-time position with comprehensive benefits including health, dental, and 401k options.