Senior Help Desk Technician | ITIL Expert & End-User Training

CGS Federal (Contact Government Services); Los Angeles (CA); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Health, Dental, Vision

Life Insurance

401k

Flexible Spending Account (Health, Dep

Paid Time Off and Holidays

Job summary

CGS Federal (Contact Government Services) is seeking a Senior Help Desk Technician to support EOUSA with Level 1–2 help desk duties for senior management, attorneys, staff, and contractors. The role emphasizes ITIL-aligned incident logging, account management, report production, and on-site user training.

You will handle hardware/software installations, end-user support, and conference room setups while coordinating with government policy and procedures for user accounts and tickets.

Qualifications

• One year or more Adobe Connect or related online meeting center set-up experience. Non-Required, advantageous additional knowledge, experience, or competency considered favorable assets shall include: ITIL Foundations certification
• Change Management experience
• Active DOD clearance of Level 6 Public Trust or above

Skills

Backup/Restoration admin/support

File Server support

User Account/Mailbox administration

Software/Hardware installation

Handheld device installation/troublesh

Remote User setup/support/troublesh

End-user training

Creation of procedural documentation

Creation of spreadsheets/databases for

Record and update IT tickets (ITIL)

Incident work-log entries

Answer user questions on software/hard

Account management forms per policy

Proactive reporting and SLA tracking

Maintain IT inventories using sheets

Desk-side training for new employees

Tools

Adobe Connect

Job description

CGS Federal (Contact Government Services) is seeking a Senior Help Desk Technician to support EOUSA with Level 1–2 help desk duties for senior management, attorneys, staff, and contractors. The role emphasizes ITIL-aligned incident logging, account management, report production, and on-site user training.

You will handle hardware/software installations, end-user support, and conference room setups while coordinating with government policy and procedures for user accounts and tickets.