Senior Help Desk Technician - ITIL & End-User Support

CGS Federal; Atlanta (GA); Presencial; USD 65.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account

Paid Time Off

Descripción de la vacante

CGS seeks a Senior Help Desk Technician to provide Level 1 and 2 PC Help Desk support to EOUSA senior management, attorneys, staff, and contractors. You will handle incidents, setup conference rooms, and produce documentation while following ITIL practices.

The role emphasizes end-user training, proactive reporting, and inventory management within a government environment. A strong focus on service quality and compliance is required.

Formación

• Experience delivering Level 1/2 help desk support for executive offices.
• Familiar with ITIL processes and incident handling.
• Knowledge of conference room A/V setup and online meeting tools.

Responsabilidades

• Provide Level 1/2 help desk support to EOUSA end users.
• Set up and support conference rooms and online meetings.
• Create procedural documentation and monthly status reports.
• Maintain inventory of laptops, desktops, printers, and accessories.
• Generate proactive service reports and SLAs in ITIL framework.

Conocimientos

End-user support

Training staff

ITIL familiarity

Reporting/trending

Inventory management

Conference room setup

Procedural documentation

Microsoft Office use

Educación

ITIL Foundations certification

Active DOD clearance (Public Trust or above)

Herramientas

Adobe Connect

Descripción del empleo

CGS seeks a Senior Help Desk Technician to provide Level 1 and 2 PC Help Desk support to EOUSA senior management, attorneys, staff, and contractors. You will handle incidents, setup conference rooms, and produce documentation while following ITIL practices.

The role emphasizes end-user training, proactive reporting, and inventory management within a government environment. A strong focus on service quality and compliance is required.