Senior IT Help Desk & Collaboration Specialist

CGS Federal (Contact Government Services); Boston (MA); On-site; USD 108,000 - 156,000; Full time

Benefits offered by this job

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account

Paid Time Off and Holidays

Job summary

CGS seeks a Senior Help Desk Technician to support Level 1 & 2 Help Desk services for EOUSA end users, including senior management and attorneys. The role covers setup, maintenance, and troubleshooting of desktop software, hardware and conferencing systems in a government environment.

Responsibilities include incident logging, user training, and proactive reporting while applying ITIL best practices. The team environment emphasizes collaboration, growth opportunities, and commitment to quality

Qualifications

• One year or more Adobe Connect or related online meeting center set-up experience.
• ITIL Foundations certification (advantageous).
• Change Management experience (advantageous).
• Active DOD clearance of Level 6 Public Trust or above (advantageous).

Responsibilities

• Provide Level 1 & 2 Help Desk support for executives, attorneys, staff and contractors.
• Install software and hardware, manage user accounts and mailboxes.
• Set up conference rooms and training venues with audio/visual equipment.
• Create and maintain ITIL incident logs and procedural documentation.
• Produce proactive reports and maintain inventories of IT assets.

Skills

Backup/Restoration

File Server

Account/Mailbox Admin

Software/Hardware Install

Remote User Support

End-user Training

Documentation

Tools

Adobe Connect

Job description

CGS seeks a Senior Help Desk Technician to support Level 1 & 2 Help Desk services for EOUSA end users, including senior management and attorneys. The role covers setup, maintenance, and troubleshooting of desktop software, hardware and conferencing systems in a government environment.

Responsibilities include incident logging, user training, and proactive reporting while applying ITIL best practices. The team environment emphasizes collaboration, growth opportunities, and commitment to quality