Senior IT Help Desk Lead — User & Systems Support

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

Benefits offered by this job

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account (Health, Dep

Paid Time Off and Holidays

Job summary

CGS Federal seeks a Senior Help Desk Technician II to provide Level 1–2 PC Assist support for EOUSA, including senior management and attorneys. The role covers account administration, software/hardware installs, and end-user training within a government environment.

Responsibilities include generating ITIL-compliant incident logs, proactive reporting, and maintaining IT inventories. A DoD clearance and ITIL certification are preferred, with opportunities for professional growth at CGS Federal.

Qualifications

• 1+ year 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

• Fulfill Level 1 & 2 Help Desk (PC Assist) support for EOUSA end users including senior management, attorneys and staff
• Manage user accounts and mailboxes; administer software/hardware installations
• Provide desk-side training and create procedural documentation
• Produce proactive reports, ITIL-based service metrics and trending analyses
• Maintain IT inventories (laptops, desktops, tablets, printers, etc.) using spreadsheets
• Set up and support conference and training rooms including AV and video systems
• Utilize online meeting tools (e.g., Adobe Connect) to support hardware setup and online sessions

Skills

Backup/Restoration

File Server support

User Account/Mailbox administration

Software/Hardware installation

Handheld device installation

Remote User setup

End-user training

Creation of procedural documentation

Creation of spreadsheets/databases

ITIL incident management

Incident work-log entries

Account management forms

Reporting & ITIL metrics

Inventory management

Conference room setup

Education

ITIL Foundations certification

Tools

Adobe Connect

Job description

CGS Federal seeks a Senior Help Desk Technician II to provide Level 1–2 PC Assist support for EOUSA, including senior management and attorneys. The role covers account administration, software/hardware installs, and end-user training within a government environment.

Responsibilities include generating ITIL-compliant incident logs, proactive reporting, and maintaining IT inventories. A DoD clearance and ITIL certification are preferred, with opportunities for professional growth at CGS Federal.