Senior User Support Specialist II

CGS Federal (Contact Government Services); City of Rochester (NY); On-site; USD 72,000 - 106,000; Full time

Job summary

An established industry player is seeking a Senior User Support Specialist to enhance government processes through innovative technology. This role involves providing technical support for web conferencing tools and training users, ensuring seamless communication for a large Federal agency. The ideal candidate will bring a wealth of experience in troubleshooting and user training, contributing to a collaborative environment that values professional growth. Join a team dedicated to meaningful government innovation and enjoy comprehensive benefits, including health insurance and a 401(k) plan.

Benefits

Health, Dental, and Vision insurance

Life Insurance

401(k) plan

Flexible Spending Accounts

Paid Time Off and holidays

Qualifications

• 4+ years of experience in training users on web conferencing tools.
• Certified trainer in multiple web conferencing platforms.

Responsibilities

• Setup and troubleshoot web conferencing tools for users.
• Train users on effective use of Zoom.gov and other platforms.

Skills

Zoom.gov

Skype for Business

WebEx

Adobe Connect

Teams Meetings

User Training

Troubleshooting

Education

Undergraduate Degree

Job description

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CGS Federal (Contact Government Services) provided pay range

This range is provided by CGS Federal (Contact Government Services). Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$72,895.00/yr - $105,293.00/yr

Employment Type: Full Time, Senior-level

Department: Information Technology

CGS is seeking a Senior User Support Specialist to join our team supporting a wide-ranging technical support initiative for a large Federal agency.

CGS brings motivated, highly skilled, and creative people together to solve the government’s most dynamic problems with cutting-edge technology. To carry out our mission, we are seeking candidates who are excited to contribute to government innovation, appreciate collaboration, and can anticipate the needs of others. Here at CGS, we offer an environment in which our employees feel supported, and we encourage professional growth through various learning opportunities.

Skills and attributes for success:

• Setup, monitor, train, troubleshoot, diagnose, and resolve issues with web conferencing tools including but not limited to: Zoom.gov, Skype for Business, WebEx, Teams, Adobe Connect.
• 4+ years demonstrated ability to set up and disable Zoom.gov accounts.
• Demonstrated ability to train over 100 users in all aspects of Zoom.gov use.
• Demonstrated ability to diagnose issues with Zoom (audio/video, links, etc.) and resolve them.
• 4+ years of experience in training over 100 users in Skype for Business, troubleshooting, and resolving issues.
• Experience in WebEx training, troubleshooting, and resolution.
• Experience with Adobe Connect, including setup, monitoring, training, troubleshooting, and resolution.
• Experience with Teams Meetings, including setup, user training, troubleshooting, and resolution.

Qualifications:

• Must have an undergraduate degree.
• Certified trainer in web conferencing platforms (Zoom.gov, Adobe Connect, Skype for Business, WebEx).
• Ability to describe differences between basic and licensed accounts, including advantages and disadvantages.
• Must be a US Citizen upfront.
• Ability to obtain a Public Trust security clearance.

Our commitment:

Contact Government Services (CGS) strives to simplify and enhance government processes through technology and skilled personnel, delivering tailored solutions for our clients. We are committed to solving challenging and dynamic problems.

We value honesty, professionalism, and quality work, and we care about our employees by offering comprehensive benefits:

• Health, Dental, and Vision insurance
• Life Insurance
• 401(k) plan
• Flexible Spending Accounts (Health, Dependent Care, Commuter)
• Paid Time Off and holidays

Contact Government Services, LLC is an Equal Opportunity Employer. Applicants will be considered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Join our team and contribute to meaningful government innovation!

Explore additional opportunities on our Job Board and learn more about CGS at our website. For inquiries, contact us at [e-mail].