Senior Help Desk Technician with Security Clearance

CGS Federal (Contact Government Services); Washington (District of Columbia); On-site; USD 40,000 - 80,000; Full time

Benefits offered by this job

Health, Dental, Vision

Life Insurance

401k

Flexible Spending Account

Paid Time Off

Job summary

CGS Federal (Contact Government Services) seeks a Senior Help Desk Technician to deliver Level 1 & 2 support for the EOUSA executive office. You will assist senior management, attorneys, and staff with desktop software, hardware, and IT services in a secure government environment.

The role includes setup of conference rooms, AV, and Adobe Connect sessions, plus crafting procedural documents, tracking tickets with ITIL, and providing user training.

Qualifications

• 1-year+ Adobe Connect or similar online meeting center setup experience.
• ITIL Foundations certification is preferred.
• Change Management experience is a plus.

Responsibilities

• Provide Level 1 & 2 Help Desk support for EOUSA staff and executives.
• Perform desktop software/hardware installs and configurations.
• Maintain documentation and create procedural guides.
• Train end users on standard applications and research databases.
• Set up conference rooms, AV, and online meeting tools.
• Produce incident logs and weekly/monthly reports.

Skills

Backup/Restore

File Server

Account Administration

Software/Hardware Install

Handheld Devices

Remote Support

End-User Training

Procedural Documentation

Spreadsheets/Databases

ITIL Practices

Incident Logs

Reports/SLAs

Inventory Management

New Employee Training

Conference Room Setup

Adobe Connect

Audio/Video Setup

Education

ITIL Foundations

DOD Clearance Level 6/ Public Trust

Tools

Adobe Connect

Microsoft Office

Job description

Employment Type: Full Time

Department: Help Desk CGS seeks a Senior Help Desk Technician to fulfill the requirements of Level 1 & 2 Help Desk (PC Assist) support services to end users consisting of senior management, attorneys, support staff, contractors, and associated systems for the Executive Office for the United States Attorneys (EOUSA).

CGS brings motivated, highly skilled, and creative people together to solve the government’s most dynamic problems with cutting-edge technology. To carry out our mission, we are seeking candidates who are excited to contribute to government innovation, appreciate collaboration, and can anticipate the needs of others. Here at CGS, we offer an environment in which our employees feel supported, and we encourage professional growth through various learning opportunities. Skills and attributes for success:

• 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-related 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 application of ITIL best practices
• Conduct and maintain accountable IT inventories such as laptops, desktops, tablet PCs, printers, MFPs’ accessories, IT supplies, etc. using spreadsheets
• Provide desk-side training for new employees and staff, consisting of basic instructions on accessing and using standard desktop applications (e-Mail, Microsoft Office, etc) and how to access available research database applications
• Submit weekly status reports and monthly surveys
• Set up and support conference and training rooms for presentations including, audio systems, video systems, A/V distribution systems, computer hardware and software, control programming, microphones, amplifiers, encrypted wireless microphone systems, digital recording and computer/video interface
• Utilize online meeting applications such as Adobe Connect to support hardware set‑up of microphones and webcams, set‑up operations for audio mixing boards and facilitate/monitor/record online meeting sessions Qualifications:
• One year or more Adobe Connect or related online meeting center set‑up experience. Non‑Required, advantageous additional knowledge, experience, or competency considered favorable assets shall include:
• ITIL Foundations certification
• Change Management experience
• Active DOD clearance of Level 6 Public Trust or above

Our Commitment: Contact Government Services (CGS) strives to simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources. We combine cutting-edge technology with world‑class personnel to deliver customized solutions that fit our client’s specific needs. We are committed to solving the most challenging and dynamic problems. For the past seven years, we’ve been growing our government‑contracting portfolio, and along the way, we’ve created valuable partnerships by demonstrating a commitment to honesty, professionalism, and quality work. Here at CGS we value honesty through hard work and self‑awareness, professionalism in all we do, and to deliver the best quality to our consumers mending those relations for years to come. We care about our employees. Therefore, we offer a comprehensive benefits package:

• Health, Dental, and Vision
• Life Insurance
• 401k
• Flexible Spending Account (Health, Dependent Care, and Commuter)
• Paid Time Off and Observance of State/Federal Holidays

Contact Government Services, LLC is an Equal Opportunity Employer. Applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Join our team and become part of government innovation! $40,000 - $80,000 a year. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.