Senior Help Desk Technician - ITIL & Remote Support Lead

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

Benefits offered by this job

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account (Health, Dep

Paid Time Off and Holidays

Job summary

CGS seeks a Senior Help Desk Technician to fulfill Level 1 & 2 support for end users within the EOUSA, including senior management, attorneys, staff, and contractors.

The role emphasizes desktop support, ITIL-aligned processes, and room/equipment setup for conferences and training with online meeting tools; CGS fosters professional growth and collaboration in a government-facing environment.

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 support for EOUSA end users including executives and staff.
• Perform desktop software/hardware installation, account management, and user training.
• Produce proactive IT reports, trends, and SLA-based service level reporting.
• Set up and support conference and training rooms with A/V and online meeting tools.

Skills

Backup/Restoration admin/support

File Server support

User Account/Mailbox administration

Software/Hardware installation

Handheld device installation/troublesh

Remote User setup/support

End-user training

Creation of procedural documentation

Creation of spreadsheets/databases

Record IT tickets ITIL

Incident work-log entries

Account Management forms

Proactive reporting ITIL

IT inventories management

Desk-side training

Weekly/monthly reporting

Tools

Adobe Connect

Job description

CGS seeks a Senior Help Desk Technician to fulfill Level 1 & 2 support for end users within the EOUSA, including senior management, attorneys, staff, and contractors.

The role emphasizes desktop support, ITIL-aligned processes, and room/equipment setup for conferences and training with online meeting tools; CGS fosters professional growth and collaboration in a government-facing environment.