Senior Help Desk Technician - ITIL & End-User Training

CGS Federal; United States; On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Health, Dental, Vision

Life Insurance

401k

Flexible Spending Account

Paid Time Off & Holidays

Job summary

CGS Federal seeks a Senior Help Desk Technician to deliver Level 1/2 support for EOUSA end users, including executives and staff. The role emphasizes incident management, account administration, and training across desktop software and hardware.

You will install, troubleshoot, and document ITIL-aligned processes, generate proactive reports, and support conference rooms and online meetings with tools like Adobe Connect.

Qualifications

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

Responsibilities

• Provide Level 1/2 Help Desk support to EOUSA end users.
• Install and troubleshoot software/hardware for a government office environment.
• Manage user accounts and mailboxes per policy.
• Create and maintain procedural documentation and reports.
• Submit weekly status reports and logs.
• Set up conference rooms and training spaces, including A/V systems.
• Use Adobe Connect and other tools to support online meetings.

Skills

Backup/Restore

File server

Mailbox admin

Software install

Device install

Remote setup

End-user training

Procedural docs

Spreadsheets/DB

ITIL processes

Incident logs

User support

Account mgmt forms

ITIL reporting

IT inventories

Desk-side training

Status reporting

Room setup

Adobe Connect

Education

ITIL Foundations

Security clearance (DoD Level 6PTE)

Tools

Adobe Connect

Job description

CGS Federal seeks a Senior Help Desk Technician to deliver Level 1/2 support for EOUSA end users, including executives and staff. The role emphasizes incident management, account administration, and training across desktop software and hardware.

You will install, troubleshoot, and document ITIL-aligned processes, generate proactive reports, and support conference rooms and online meetings with tools like Adobe Connect.