Senior IT Help Desk Technician - ITIL-Driven Support Pro

CGS Federal (Contact Government Services); Detroit (MI); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account

Paid Time Off

Job summary

A government services provider based in Detroit, Michigan is looking for a Senior Help Desk Technician to provide essential Level 1 and 2 support to various end users. The ideal candidate will possess technical proficiency, strong problem-solving skills, and the ability to train users effectively. This full-time position offers a collaborative environment focused on government innovation, supported by comprehensive benefits including health insurance and paid time off.

Qualifications

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

Responsibilities

• Provide Level 1 & 2 Help Desk support services.
• Answer user support questions regarding software and hardware.
• Submit weekly status reports and monthly surveys.
• Set up and support conference rooms for presentations.

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 IT-related tickets

Accurate answer to user support questions

Account Management forms maintenance

Produce proactive reports and service level reporting

Conduct IT inventories

Desk-side training for new employees

Support for presentations in conference rooms

Utilize online meeting applications

Job description

A government services provider based in Detroit, Michigan is looking for a Senior Help Desk Technician to provide essential Level 1 and 2 support to various end users. The ideal candidate will possess technical proficiency, strong problem-solving skills, and the ability to train users effectively. This full-time position offers a collaborative environment focused on government innovation, supported by comprehensive benefits including health insurance and paid time off.