Senior Help Desk Technician - ITIL & End-User Expert

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

Benefits offered by this job

Health, Dental, Vision

Life Insurance

401k

Flexible Spending Account

Job summary

CGS Federal (Contact Government Services) seeks a Senior Help Desk Technician to deliver Level 1 & 2 PC assistance for the Executive Office for the United States Attorneys, supporting senior management, attorneys, staff, and contractors.

The role emphasizes ITIL-based incident management, system administration, and hands-on support across software/hardware, with training room setup and end-user training components.

Qualifications

• Adobe Connect or online meeting center setup experience.
• ITIL Foundations certification.
• Change Management experience.
• Active DoD clearance Level 6 Public Trust or above.

Responsibilities

• Provide Level 1 & 2 Help Desk support for EOUSA.
• Set up and support conference and training rooms with A/V systems.
• Submit weekly status reports and monthly surveys.
• Create procedural documentation and reports using ITIL practices.

Skills

Backup/Restoration

File Server

User Accounts/Mailbox

Software/Hardware Install

Handheld device install

Remote user setup

End-user training

Documentation creation

Spreadsheet/databases

ITIL ticketing

Incident work-log

Account management forms

Proactive reporting

Inventory management

Desk-side training

Conference/Training room setup

Adobe Connect support

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 deliver Level 1 & 2 PC assistance for the Executive Office for the United States Attorneys, supporting senior management, attorneys, staff, and contractors.

The role emphasizes ITIL-based incident management, system administration, and hands-on support across software/hardware, with training room setup and end-user training components.