Senior Help Desk Technician – ITIL, Remote & Training

CGS Federal (Contact Government Services); Washington (District of Columbia); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health, Dental, Vision

Life Insurance

401k

Flexible Spending Account

Paid Time Off

Job summary

CGS seeks a Senior Help Desk Technician to fulfill Level 1 & 2 PC Assist support for EOUSA executives and staff. The role spans end-user support, device management, software/hardware installation, and ITIL-based incident handling in a government office environment.

The candidate will provide training, create procedures, and generate reports while maintaining inventories and ensuring service levels. A strong background in Adobe Connect setups is preferred.

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 desk-side training for new employees on standard desktop apps (e-mail, MS Office).
• Set up and support conference rooms for presentations (audio/video, recording, interfaces).
• Submit weekly status reports and monthly surveys.
• Produce proactive reports, including SLA and trend analysis.
• Maintain IT inventories of laptops, desktops, tablets, printers, and accessories.

Skills

Help desk support

Backup/Restoration

File Server support

User Account/Mailbox administration

Software/Hardware installation

Remote user setup

End-user training

Documentation

ITIL process adherence

Incident reporting

Inventory management

Conference room setup

Adobe Connect setup

Education

ITIL Foundations certification

Active DOD clearance Level 6 Public Trust or above

Job description

CGS seeks a Senior Help Desk Technician to fulfill Level 1 & 2 PC Assist support for EOUSA executives and staff. The role spans end-user support, device management, software/hardware installation, and ITIL-based incident handling in a government office environment.

The candidate will provide training, create procedures, and generate reports while maintaining inventories and ensuring service levels. A strong background in Adobe Connect setups is preferred.