Senior Help Desk Technician & ITIL Pro

CGS Federal (Contact Government Services); City of Albany (NY); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account

Paid Time Off

Job summary

CGS seeks a Senior Help Desk Technician to provide Level 1 and 2 PC support for the EOUSA environment, supporting senior management, attorneys, staff, and contractors. The role includes incident response, incident logging, reporting, and ITIL-based service delivery.

You will manage user accounts, deploy software/hardware, support handheld devices, and assist with conference room setups while maintaining thorough documentation and proactive support metrics.

Qualifications

• Experience with enterprise help desk operations and ITIL-aligned ticketing.
• Strong knowledge of Windows/Office applications and common enterprise software.

Responsibilities

• Respond to end-user queries and resolve hardware/software issues.
• Set up and support conference rooms and online meetings.
• Create and maintain documentation, reports, and incident logs.

Skills

Backup/Restoration

File Server

User Account/Mailbox administration

Software/Hardware installation

Remote User setup/support

End-user training

Procedural documentation

Incident logging

Ticket management (ITIL)

Conference/training room setup

Education

ITIL Foundations certification

Active DoD clearance Level 6 Public Trust or above

Adobe Connect setup experience (1 year)

Job description

CGS seeks a Senior Help Desk Technician to provide Level 1 and 2 PC support for the EOUSA environment, supporting senior management, attorneys, staff, and contractors. The role includes incident response, incident logging, reporting, and ITIL-based service delivery.

You will manage user accounts, deploy software/hardware, support handheld devices, and assist with conference room setups while maintaining thorough documentation and proactive support metrics.