Senior IT Help Desk Specialist — End-User Support Expert

CGS Federal (Contact Government Services); Boston (MA); On-site; USD 65,000 - 95,000; 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 fulfill Level 1 & 2 support for EOUSA end users, including senior management and staff. The role covers account management, software/hardware installs, and desk-side training, with responsibility for documentation and proactive reporting.

Candidates should have ITIL Foundations, change management experience, and may hold an active DoD Public Trust clearance. CGS emphasizes growth, collaboration, and government-focused technology delivery.

Qualifications

• One year or more Adobe Connect experience.
• ITIL Foundations certification preferred.
• Experience with change management and DoD clearance a plus.

Responsibilities

• Provide Level 1 & 2 Help Desk support for EOUSA end users.
• Administer user accounts and mailboxes, and perform software/hardware installs.
• Maintain IT inventories and generate proactive reports and SLA metrics.
• Create incident work-log entries and maintain documentation in ITIL-related systems.
• Set up conference and training rooms, including A/V and online meeting tools.

Skills

Backup/Restoration

File Server

User Account/Mailbox

Software/Hardware installation

Remote User setup

End-user training

Procedural documentation

ITIL reporting

Incident log entries

Accounts management forms

Reports/trending analysis

Inventory management

Desk-side training

Conference room setup

Adobe Connect setup

Education

ITIL Foundations certification

Change Management experience

Active DoD clearance Level 6 Public Trust or above

Tools

Adobe Connect

Job description

CGS seeks a Senior Help Desk Technician to fulfill Level 1 & 2 support for EOUSA end users, including senior management and staff. The role covers account management, software/hardware installs, and desk-side training, with responsibility for documentation and proactive reporting.

Candidates should have ITIL Foundations, change management experience, and may hold an active DoD Public Trust clearance. CGS emphasizes growth, collaboration, and government-focused technology delivery.