Senior IT Help Desk Technician - ITIL-Driven Support Pro

CGS Federal (Contact Government Services); Los Angeles (CA); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account

Paid Time Off and Holidays

Job summary

A government services firm in Los Angeles is looking for a Senior Help Desk Technician to provide Level 1 & 2 support to executive office users. The ideal candidate will have extensive technical skills, including backup and restoration, software/hardware installation, and user account administration. This role offers a supportive environment and growth opportunities, along with benefits such as health insurance and 401k. Applicants should have relevant experience and ITIL Foundations certification, with a focus on teamwork and government innovation.

Qualifications

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

Responsibilities

• Provide Level 1 & 2 Help Desk support services to executive office end users.
• Conduct and maintain IT inventories using spreadsheets.
• Produce reports and handle IT-related ticket updates.

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

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

Answering support questions on software and hardware

Maintain Account Management forms

Produce proactive reports and trending analysis

Conduct and maintain accountable IT inventories

Provide desk‑side training

Setup and support conference and training rooms

Utilize online meeting applications

Job description

A government services firm in Los Angeles is looking for a Senior Help Desk Technician to provide Level 1 & 2 support to executive office users. The ideal candidate will have extensive technical skills, including backup and restoration, software/hardware installation, and user account administration. This role offers a supportive environment and growth opportunities, along with benefits such as health insurance and 401k. Applicants should have relevant experience and ITIL Foundations certification, with a focus on teamwork and government innovation.