Senior Help Desk Technician - ITIL-Driven End-User Support

CGS Federal; Boston (MA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental & Vision

Life Insurance

401k

Flexible Spending Account

Paid Time Off

Job summary

CGS Federal is seeking a Senior Help Desk Technician to support EOUSA end users, including senior management, attorneys, and staff. You will handle Level 1 & 2 help desk tasks, account management, software/hardware installs, and end-user training in a government office environment.

The role emphasizes ITIL practices, proactive reporting, and accurate incident logging. Strong Adobe Connect setup experience and DOD Public Trust level security are advantageous.

Qualifications

• 1+ year Adobe Connect or similar online meeting setup experience.

Responsibilities

• Set up/maintain conference and training rooms with audio/video equipment.
• Provide desk-side training on standard desktop apps (Email, Microsoft Office).
• Submit weekly status reports and monthly surveys.
• Create proactive ITIL-based reports and SLAs.

Skills

Backup/Restoration

File Server

User Accounts/Mailbox

Software/Hardware install

Handheld devices setup

Remote user support

End-user training

Documentation

ITIL

Incident management

Education

ITIL Foundations certification

DOD clearance Level 6 Public Trust or above

Tools

Adobe Connect

Job description

CGS Federal is seeking a Senior Help Desk Technician to support EOUSA end users, including senior management, attorneys, and staff. You will handle Level 1 & 2 help desk tasks, account management, software/hardware installs, and end-user training in a government office environment.

The role emphasizes ITIL practices, proactive reporting, and accurate incident logging. Strong Adobe Connect setup experience and DOD Public Trust level security are advantageous.