Senior IT Help Desk Engineer — End-User Support

Cgsfederal; Boston (MA); On-site; USD 65,000 - 90,000; Full time

Job summary

CGS seeks a Senior Help Desk Technician to provide Level1 & 2 Help Desk support for end users including senior management, attorneys, support staff, contractors, and the EOUSA. The role involves troubleshooting, user support, and technical assistance across multiple platforms.

Responsibilities include system administration,软件/hardware installation, training, documentation, and ITIL‑driven processes. Office environment requires strong communication and teamwork; on‑site in Boston.

Qualifications

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

Responsibilities

• Backup/Restoration administration and support
• File Server support
• User Account and Mailbox administration
• Software and Hardware installation
• Handheld device installation, troubleshooting, and support
• Remote user setup, support, and troubleshooting
• End‑user training
• Creation of procedural documentation
• Creation of spreadsheets and databases for tracking purposes
• Record and update information for all IT‑related tickets using ITIL procedures
• Creation of Incident work‑log entries
• Accurately answer user support questions on software and hardware in the EOUSA office environment
• Maintain Account Management forms for new and departing users per government policy and procedures
• Produce proactive reports, trending analysis, service level reporting, process consultation, and application of ITIL best practices
• Manage accountable IT inventories (laptops, desktops, tablets, printers, MFPs, accessories, supplies) using spreadsheets
• Provide desk‑side training for new employees and staff on standard desktop applications and research databases
• Submit weekly status reports and monthly surveys
• Set up and support conference and training rooms for presentations, including audio, video, A/V distribution systems, computer hardware and software, control programming, microphones, amplifiers, encrypted wireless microphone systems, digital recording, and computer/video interface
• Use online meeting applications such as Adobe Connect to support hardware set‑up and facilitate online meeting sessions

Skills

ITIL Foundations

Change Management

DOD Public Trust Level 6

Tools

Adobe Connect

Job description

CGS seeks a Senior Help Desk Technician to provide Level1 & 2 Help Desk support for end users including senior management, attorneys, support staff, contractors, and the EOUSA. The role involves troubleshooting, user support, and technical assistance across multiple platforms.

Responsibilities include system administration,软件/hardware installation, training, documentation, and ITIL‑driven processes. Office environment requires strong communication and teamwork; on‑site in Boston.