Senior IT Help Desk & ITIL Lead

Cgsfederal; Fairfax (VA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health, Dental, Vision

Life Insurance

401k

Flexible Spending Account

Paid Time Off

Job summary

Contact Government Services, LLC is seeking a Senior Help Desk Technician to provide Level 1 and 2 support for the EOUSA. The role involves desktop and software/hardware installation, user account administration, and ITIL-based service delivery.

Responsibilities include training end users, creating documentation, producing reports, and maintaining inventories. A DoD Public Trust clearance is required. This is a full-time on-site position in the Fairfax, VA area with competitive benefits.

Qualifications

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

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-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.g. 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

Tools

Adobe Connect

Job description

Contact Government Services, LLC is seeking a Senior Help Desk Technician to provide Level 1 and 2 support for the EOUSA. The role involves desktop and software/hardware installation, user account administration, and ITIL-based service delivery.

Responsibilities include training end users, creating documentation, producing reports, and maintaining inventories. A DoD Public Trust clearance is required. This is a full-time on-site position in the Fairfax, VA area with competitive benefits.