Senior IT Help Desk & Training Specialist

CGS Federal (Contact Government Services); United States; On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account (FSA)

Paid Time Off and holidays

Job summary

CGS seeks a Senior Help Desk Technician to deliver Level 1 & 2 support for the EOUSA, assisting senior management and staff with PC and software issues. The role emphasizes ITIL-driven incident management, proactive reporting, and training of end users.

The position involves desk-side training, asset inventories, and setup of conference rooms; it requires clear communication and collaboration with multiple departments to maintain service levels.

Qualifications

• Adobe Connect or related online meeting center setup experience.
• ITIL Foundations certification is preferred.
• Active DOD clearance Level 6 Public Trust or above.

Responsibilities

• Provide Level 1 & 2 Help Desk support to EOUSA end users including senior management, attorneys, and staff.
• Perform backup/restoration, file server and mailbox administration tasks.
• Install software/hardware and set up handheld devices for end users.
• Deliver end-user training and create procedural documentation and tracking databases.
• Create proactive reports, SLA metrics, and ITIL-aligned process improvements.
• Maintain IT inventories (laptops, desktops, printers, A/V equipment) with spreadsheets.
• Support conference rooms and A/V systems for meetings and training events.
• Submit weekly status reports and participate in online meetings (Adobe Connect).

Skills

Adobe Connect

ITIL processes

End-user support

Account/Mailbox administration

Hardware/Software installation

Training & documentation

Report generation

Conference room setup

Remote support

Education

ITIL Foundations certification

Active DOD clearance Level 6 Public Trust or above

Job description

CGS seeks a Senior Help Desk Technician to deliver Level 1 & 2 support for the EOUSA, assisting senior management and staff with PC and software issues. The role emphasizes ITIL-driven incident management, proactive reporting, and training of end users.

The position involves desk-side training, asset inventories, and setup of conference rooms; it requires clear communication and collaboration with multiple departments to maintain service levels.