Senior Help Desk Technician - ITIL & End-User Training

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

Benefits offered by this job

Health, Dental, Vision

401k

Flexible Spending Account

Paid Time Off

Job summary

CGS seeks a Senior Help Desk Technician to provide Level 1 & 2 PC Help Desk support for EOUSA end users including senior management and staff. The role covers desktop software/hardware, user accounts, and room/AV setup for meetings and training.

Responsibilities include documenting tickets, generating reports, and maintaining inventories, while adhering to ITIL processes. A security clearance (Level 6 Public Trust or above) is required or preferred.

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

Responsibilities

• Provide Level 1 & 2 Help Desk (PC Assist) support to EOUSA end users, including senior management, attorneys, staff, and contractors.
• Set up and support conference rooms, audio/video, and online meeting sessions (Adobe Connect).
• Maintain IT inventories, update tickets, and produce proactive reports and SLAs using ITIL practices.
• Create procedural documentation and training materials; deliver desk-side user training as needed.

Job description

CGS seeks a Senior Help Desk Technician to provide Level 1 & 2 PC Help Desk support for EOUSA end users including senior management and staff. The role covers desktop software/hardware, user accounts, and room/AV setup for meetings and training.

Responsibilities include documenting tickets, generating reports, and maintaining inventories, while adhering to ITIL processes. A security clearance (Level 6 Public Trust or above) is required or preferred.