Senior IT Help Desk Technician - ITIL-Driven Support Pro

CGS Federal (Contact Government Services); Rockville (MD); 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

Observance of State/Federal Holidays

Job summary

A government services provider is seeking a Senior Help Desk Technician in Rockville, MD. This full-time role focuses on providing Level 1 & 2 IT support to senior management and staff within the Executive Office for the United States Attorneys. Applicants should have a solid background in IT support, excellent user training skills, and preferable knowledge of Adobe Connect and ITIL practices. The role offers a chance to contribute to government innovation with supportive working conditions and various professional development options.

Qualifications

• One year or more Adobe Connect or related online meeting center setup experience.
• ITIL Foundations certification is advantageous.
• Change Management experience is a plus.

Responsibilities

• Provide Level 1 & 2 Help Desk support to end users.
• Create procedural documentation for IT processes.
• Conduct IT inventory maintenance and reporting.
• Offer training and support for desktop applications and hardware.

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

Incident work-log entries creation

ITIL best practices

Account Management forms maintenance

Proactive reporting

Inventory management

Desk-side training

Conference and training room setup

Adobe Connect usage

Job description

A government services provider is seeking a Senior Help Desk Technician in Rockville, MD. This full-time role focuses on providing Level 1 & 2 IT support to senior management and staff within the Executive Office for the United States Attorneys. Applicants should have a solid background in IT support, excellent user training skills, and preferable knowledge of Adobe Connect and ITIL practices. The role offers a chance to contribute to government innovation with supportive working conditions and various professional development options.