Senior Help Desk Technician - ITIL & Government Office Support

CGS Federal (Contact Government Services); Detroit (MI); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account

Paid Time Off and Holidays

Job summary

CGS seeks a Senior Help Desk Technician to fulfill Level 1 & 2 Help Desk support for EOUSA end users, including senior management and attorneys. The role encompasses software/hardware installation, account administration, and end-user training within a secure government environment.

You will also create procedural documentation, perform inventory management, and produce proactive reports with ITIL-aligned processes. Occasional conference room setups and online meeting support are included.

Qualifications

• 1+ year Adobe Connect or similar online meeting center setup experience.
• ITIL Foundations certification and/or Change Management experience preferred.
• Active DOD clearance of Level 6 Public Trust or above is advantageous.

Responsibilities

• Provide Level 1 & 2 Help Desk (PC Assist) support to EOUSA senior management and staff.
• Maintain IT inventories and asset records using spreadsheets.
• Prepare proactive reports, trends, and service level analyses with ITIL best practices.

Skills

Backup/Restoration

File Server

User Account/Mailbox

Software/Hardware installation

Handheld device setup

Remote User support

End-user training

Procedural documentation

Spreadsheets/databases

ITIL

Incident work-log entries

Account management forms

Proactive reports/SLAs

IT inventories

Desk-side training

Conference room setup

Adobe Connect

Education

ITIL Foundations certification

Change Management experience

Active DOD clearance (Public Trust or above)

Tools

Adobe Connect

Job description

CGS seeks a Senior Help Desk Technician to fulfill Level 1 & 2 Help Desk support for EOUSA end users, including senior management and attorneys. The role encompasses software/hardware installation, account administration, and end-user training within a secure government environment.

You will also create procedural documentation, perform inventory management, and produce proactive reports with ITIL-aligned processes. Occasional conference room setups and online meeting support are included.