Senior Help Desk Technician II — ITIL & Training Pro

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

Benefits offered by this job

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account (Health, Dep

Commuter

Paid Time Off

Job summary

CGS Federal (Contact Government Services) seeks a Senior Help Desk Technician to provide Level 1 and 2 support for the EOUSA, assisting senior management, attorneys, staff, contractors, and related systems. The role emphasizes ITIL-compliant incident handling, inventory management, and end-user training.

The candidate will setup and support conference rooms, assist with online meeting tools like Adobe Connect, and produce proactive service reports while adhering to government policies.

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 Level 1&2 Help Desk support to executives, attorneys, staff, and contractors.
• Submit weekly status reports and monthly surveys.
• Set up and support conference and training rooms and audio/visual systems.
• Create procedural documentation and tracking spreadsheets/databases.
• Maintain IT inventories and proactively report service levels.

Skills

Backup/Restoration

File Server

User Account/Mailbox

Software/Hardware installation

Handheld device setup

Remote user support

End-user training

Documentation creation

ITIL process adherence

Incident logging

Account management forms

IT inventories

Conference room setup

Adobe Connect setup

Education

ITIL Foundations certification

Active DOD clearance Level 6 Public Trust or above

Change Management experience

Tools

Adobe Connect

Job description

CGS Federal (Contact Government Services) seeks a Senior Help Desk Technician to provide Level 1 and 2 support for the EOUSA, assisting senior management, attorneys, staff, contractors, and related systems. The role emphasizes ITIL-compliant incident handling, inventory management, and end-user training.

The candidate will setup and support conference rooms, assist with online meeting tools like Adobe Connect, and produce proactive service reports while adhering to government policies.