Senior Help Desk Technician: ITIL‑Driven Support & Training

Cgsfederal; Miami (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health, Dental, and Vision insurance

Life insurance

401(k) retirement plan

Flexible Spending Account (FSA)

Paid Time Off

Job summary

CGS seeks a Senior Help Desk Technician to provide Level1 & 2 Help Desk support for end users within the EOUSA environment. Responsibilities include troubleshooting across multiple platforms, user account and mailbox administration, and assisting with documentation and reporting.

The role emphasizes ITIL-based practices, proactive incident management, and hands-on training for new staff, with an on-site work setting in a government office environment.

Qualifications

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

Responsibilities

• Provide Level1 & 2 Help Desk support for end users including senior management, attorneys, staff, contractors, and EOUSA.
• Troubleshoot, document, and resolve software/hardware issues across multiple platforms.
• Manage user accounts, mailboxes, file servers, and IT inventories with ITIL-aligned processes.
• Install software/hardware and set up handheld devices; perform remote user support and training.
• Create procedural documentation, incident logs, and proactive reports; assist with SLA reporting.

Skills

Adobe Connect setup

ITIL Foundations

Change Management

DOD Public Trust clearance (preferred)

Tools

Adobe Connect

Job description

CGS seeks a Senior Help Desk Technician to provide Level1 & 2 Help Desk support for end users within the EOUSA environment. Responsibilities include troubleshooting across multiple platforms, user account and mailbox administration, and assisting with documentation and reporting.

The role emphasizes ITIL-based practices, proactive incident management, and hands-on training for new staff, with an on-site work setting in a government office environment.