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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 /yrHybrid

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, contractors, and associated systems for the Executive Office for the United States Attorneys.
  • Administer and support backup and restoration.
  • Support file servers.
  • Administer user accounts and mailboxes.
  • Install software and hardware.
  • Install, troubleshoot, and support handheld devices.
  • Set up, support, and troubleshoot remote users.
  • Train end users.
  • Create procedural documentation.
  • Create spreadsheets and databases for tracking.
  • Record and update information for IT-related tickets using ITIL.
  • Create incident work-log entries.
  • Answer user questions about software and hardware in the EOUSA office environment.
  • Maintain account management forms for new and departed users according to government policy and procedures.
  • Produce proactive reports, trending analysis, and service-level reporting; consult on processes and apply ITIL best practices.
  • Maintain accountable IT inventories, including laptops, desktops, tablet PCs, printers, multifunction printers, accessories, and IT supplies, using spreadsheets.
  • Provide desk-side training for new employees and staff on accessing and using standard desktop applications, including email and Microsoft Office, and accessing available research database applications.
  • Submit weekly status reports and monthly surveys.
  • Set up and support conference and training rooms for presentations, including audio systems, video systems, audiovisual 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 support microphone and webcam hardware setup, set up audio mixing board operations, and facilitate, monitor, and record online meeting sessions.

Desired Qualifications

  • ITIL Foundations certification.
  • Change Management experience.
  • Active Department of Defense 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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