Senior IT Help Desk Technician - ITIL-Driven Support Pro

CGS Federal (Contact Government Services); Boston (MA); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account

Paid Time Off and Observance of Holidays

Job summary

A federal contracting company in Boston seeks a Senior Help Desk Technician to provide Level 1 & 2 support services to users in the Executive Office for the United States Attorneys. Responsibilities include managing IT tickets, user training, and maintaining IT inventories. Candidates should have a year of experience with online meeting platforms and welcome additional ITIL certifications. The role offers benefits, including health insurance and professional development support.

Qualifications

• One year or more experience with Adobe Connect or similar online meeting setup.
• Additional knowledge of ITIL and Change Management is advantageous.
• Active DOD clearance of Level 6 Public Trust or above is beneficial.

Responsibilities

• Provide Level 1 & 2 Help Desk support services.
• Respond to user support questions on software and hardware.
• Create and maintain documentation for IT-related processes.
• Conduct training for users on software applications.

Skills

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

Record and update required information for all IT-related tickets

Maintain Account Management forms for users

Production of reports and service level reporting

Desk-side training for new employees

Setup and support for conference and training rooms

Utilization of online meeting applications

Education

ITIL Foundations certification

Tools

Adobe Connect

Job description

A federal contracting company in Boston seeks a Senior Help Desk Technician to provide Level 1 & 2 support services to users in the Executive Office for the United States Attorneys. Responsibilities include managing IT tickets, user training, and maintaining IT inventories. Candidates should have a year of experience with online meeting platforms and welcome additional ITIL certifications. The role offers benefits, including health insurance and professional development support.