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CGS Federal (Contact Government Services)

Federal professional services

Senior Help Desk Technician

Full-TimeUpdated on 10/13/2026
$40k - $80k/yr
Senior
Rockville, MD, USA+1 moreMore locations: Baltimore, MD, USA
Hybrid
IT OperationsIT Service Desk & End User Support

About the job

Requirements
  • At least one year of experience setting up Adobe Connect or a related online meeting center.
Responsibilities
  • Provide Level 1 and Level 2 help desk support services to end users, including senior management, attorneys, support staff, and contractors, and support their associated systems.
  • Provide backup and restoration administration and support.
  • 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 purposes.
  • Record and update required information for all IT-related tickets using ITIL.
  • Create incident work-log entries.
  • Accurately answer user questions about software and hardware in the EOUSA office environment.
  • Maintain account management forms for new and departed users according to government policies and procedures.
  • Produce proactive reports, trending analyses, and service-level reports; provide process consultation and apply ITIL best practices.
  • Conduct and 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, 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 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

C

CGS Federal (Contact Government Services)

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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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