Senior IT Help Desk Engineer II

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

Benefits offered by this job

Health / Dental / Vision

Life Insurance

401k

FSAs (Health/Dependent Care/Commuter)

Paid Time Off

Holidays

Job summary

CGS Federal (Contact Government Services) is seeking a Senior Help Desk Technician II to support the EOUSA executive staff with Level 1 and 2 help desk tasks. Responsibilities include account management, software/hardware installs, and training end users.

The role emphasizes ITIL-aligned incident handling, proactive reporting, and conference room setup. A strong candidate will assist in maintaining inventories and documentation.

Qualifications

• Experience providing Level 1 & 2 help desk support for executive users.
• Familiar with ITIL processes and incident management in a government environment.
• Ability to install and configure software/hardware and support conference rooms.

Responsibilities

• Provide PC assist, incident logging, and troubleshooting for EOUSA executives and staff.
• Create procedural documentation and training for end users.
• Produce reports and SLAs, maintain IT inventories, and track tickets with ITIL.
• Set up conference rooms and online meeting tools (Adobe Connect) for trainings.

Skills

Backup/Restoration

File Server

User Accounts

Software Install

Remote Support

End-user Training

ITIL

Desk-side Training

IT Inventories

Adobe Connect

DOD Clearance

Tools

Adobe Connect

Job description

CGS Federal (Contact Government Services) is seeking a Senior Help Desk Technician II to support the EOUSA executive staff with Level 1 and 2 help desk tasks. Responsibilities include account management, software/hardware installs, and training end users.

The role emphasizes ITIL-aligned incident handling, proactive reporting, and conference room setup. A strong candidate will assist in maintaining inventories and documentation.