Senior Help Desk Technician II - ITIL & Training Support

CGS Federal (Contact Government Services); Rockville (MD); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account (FSA)

PTO and holidays

Job summary

CGS seeks a Senior Help Desk Technician to fulfill Level 1 & 2 support (PC Assist) for the Executive Office for the United States Attorneys (EOUSA). The role covers end users including senior management, attorneys and staff in a government setting.

CGS emphasizes collaboration, professional growth, ITIL-aligned incident management, and proactive IT support while providing a supportive, mission-driven work environment.

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.

Skills

Backup/Restoration admin/support

File Server support

User Account/Mailbox administration

Software/Hardware installation

Handheld device installation/troubles

Remote User setup/support

End-user training

Creation of procedural documentation

Spreadsheets/databases for tracking

ITIL ticketing and logging

Incident work-log entries

Answer user questions on software/hw

Account management forms maintenance

Proactive reports and SLAs

IT inventories management

Desk-side training

Weekly/monthly reports

Conference/training room setup

Adobe Connect online meetings setup

Education

ITIL Foundations certification

Tools

Adobe Connect

Job description

CGS seeks a Senior Help Desk Technician to fulfill Level 1 & 2 support (PC Assist) for the Executive Office for the United States Attorneys (EOUSA). The role covers end users including senior management, attorneys and staff in a government setting.

CGS emphasizes collaboration, professional growth, ITIL-aligned incident management, and proactive IT support while providing a supportive, mission-driven work environment.