Senior Help Desk Technician with ITIL & Remote Support

Cgsfederal; Miami (FL); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Health, dental, and vision

Life Insurance

401k

FSA (Health, Dependent Care, and Comms

Paid Time Off and holidays

Job summary

CGS is seeking a Senior Help Desk Technician II to provide Level 1 & 2 PC support for end users in the EOUSA environment, including senior management and attorneys. Responsibilities span backup/restoration, file server support, user account management, software/hardware installation, device setup, and end-user training.

The role emphasizes ITIL-aligned processes, incident logging, and proactive reporting. The position requires ITIL Foundations certification, Change Management experience, and an

Qualifications

• One year or more Adobe Connect or related online meeting center setup experience.
• ITIL Foundations certification.
• Change Management experience.

Responsibilities

• Backup/Restoration admin/support.
• File Server support.
• User Account/Mailbox administration.
• Software/Hardware installation.
• Handheld device installation/troubleshooting/support.
• Remote User setup/support/troubleshooting.
• End-user training.
• Creation of procedural documentation.
• Creation of spreadsheets/databases for tracking purposes.
• Record and update required information for all IT tickets utilizing ITIL.
• Creation of Incident work-log entries.
• Accurately answer user support questions of software and hardware in the EOUSA office environment.
• Maintain Account Management forms for new and departed users per government policy and procedures.
• Produce proactive reports, trending analysis, service level reporting, process consultation and ITIL best practices.
• Conduct and maintain accountable IT inventories such as laptops, desktops, tablets, printers, MFPs and accessories using spreadsheets.
• Provide desk-side training for new employees and staff on standard desktop applications (e.g. e-Mail, Microsoft Office) and research database access.
• Submit weekly status reports and monthly surveys.
• Set up and support conference and training rooms for presentations including audio/video systems and related equipment.
• Utilize online meeting applications such as Adobe Connect to support hardware setup of microphones and webcams, and manage online meeting sessions.

Skills

Adobe Connect setup

Change Management experience

Education

ITIL Foundations certification

Active DOD clearance Level 6 Public Trust or above

Job description

CGS is seeking a Senior Help Desk Technician II to provide Level 1 & 2 PC support for end users in the EOUSA environment, including senior management and attorneys. Responsibilities span backup/restoration, file server support, user account management, software/hardware installation, device setup, and end-user training.

The role emphasizes ITIL-aligned processes, incident logging, and proactive reporting. The position requires ITIL Foundations certification, Change Management experience, and an