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CGS Federal (Contact Government Services)

Federal professional services

Senior Help Desk Technician 2

IT Service Desk & End User SupportConfirmed live in the last 24 hours
Full-time$108k - $156k /yr

About the Job

Requirements

  • At least one year of Adobe Connect or related online meeting center setup experience.

Responsibilities

  • Provide Level 1 and Level 2 help-desk support to end users, including senior management, attorneys, support staff, and contractors.
  • Administer and support backup and restoration, file servers, user accounts, and mailboxes.
  • Install and troubleshoot software, hardware, and handheld devices; set up, support, and troubleshoot remote users.
  • Train end users and create procedural documentation and tracking spreadsheets or databases.
  • Record and update required information for IT-related tickets using ITIL, and create incident work-log entries.
  • Answer user support questions about software and hardware in the EOUSA office environment.
  • Maintain account management forms for new and departed users in accordance with government policy and procedures.
  • Produce proactive reports, trending analysis, and service-level reports; consult on processes and apply ITIL best practices.
  • Maintain accountable inventories of laptops, desktops, tablet PCs, printers, multifunction printers, accessories, and IT supplies using spreadsheets.
  • Provide desk-side training to new employees and staff on basic use of standard desktop applications, including email and Microsoft Office, and access to available research database applications.
  • Submit weekly status reports and monthly surveys.
  • Set up and support conference and training rooms for presentations, including audio and video systems, A/V distribution systems, computer hardware and software, control programming, microphones, amplifiers, encrypted wireless microphone systems, digital recording, and computer/video interfaces.
  • Use online meeting applications such as Adobe Connect to set up microphone and webcam hardware, operate audio mixing boards, and facilitate, monitor, and record online meeting sessions.

Desired Qualifications

  • ITIL Foundations certification.
  • Change Management experience.
  • Active DOD clearance of Level 6 Public Trust or above.

About the Company

CGS Federal (Contact Government Services)

Federal professional services

CGS Federal (Contact Government Services) is a government contractor providing professional and technology services to public agencies. The company supports federal programs with information technology, litigation support, records work, data services, cybersecurity, and program operations. It serves federal agencies, legal teams, public-sector program leaders, and mission-oriented operating units. Its operating model centers on contract teams embedded in regulated government environments and supported by recruiting, security, delivery, and corporate operations. Teams work across software, infrastructure, cybersecurity, legal support, data, project management, recruiting, and administration. Teams support coordinated daily delivery.

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