Senior IT Help Desk Technician - ITIL & Incident Mgmt

Cgsfederal; Baltimore (MD); 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

CGS seeks a Senior Help Desk Technician II to deliver Level 1 and 2 support for EOUSA staff, including senior management and attorneys, in a government environment. You will handle incidents, account maintenance, and ITIL-aligned processes to ensure high service levels.

You will install software/hardware, support mobile devices, train users, and generate proactive reports. A DOD Public Trust clearance and ITIL foundations are required for this full-time on-site role in EOUSA.

Qualifications

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

Responsibilities

• Backup/restoration administration and support.
• File server support and maintenance.
• User account and mailbox administration.
• Software and hardware installation.
• Handheld device installation and support.
• Remote user setup and troubleshooting.
• End-user training and support.
• Create procedural documentation.
• Create spreadsheets and databases for tracking.
• Log and update IT tickets following ITIL guidelines.
• Create incident work-log entries.
• Answer user questions on software/hardware in EOUSA environment.
• Maintain account management forms for new/departed users.
• Produce reports, trends, service levels, and ITIL best practices.
• Maintain IT inventories with spreadsheets.
• Provide desk-side training on desktop apps and research databases.
• Submit weekly status reports and monthly surveys.
• Set up conference/training rooms including A/V and microphones.
• Support online meetings with Adobe Connect and related tech.

Skills

Adobe Connect

ITIL Foundations

Change Management

DOD clearance

Job description

CGS seeks a Senior Help Desk Technician II to deliver Level 1 and 2 support for EOUSA staff, including senior management and attorneys, in a government environment. You will handle incidents, account maintenance, and ITIL-aligned processes to ensure high service levels.

You will install software/hardware, support mobile devices, train users, and generate proactive reports. A DOD Public Trust clearance and ITIL foundations are required for this full-time on-site role in EOUSA.