CGS Federal is hiring a
Senior Help Desk Technician in United States

Summary

CGS is seeking a Senior Help Desk Technician to provide Level 1 & 2 support services for senior management, attorneys, support staff, contractors, and associated systems in the Executive Office for the United States Attorneys (EOUSA). The technician will be responsible for various IT tasks such as backup/restoration admin, file server support, user account administration, software/hardware installation, remote user setup, end-user training, and creating procedural documentation. They will also need to set up and support conference rooms and training rooms, and utilize online meeting applications. The qualifications include one year or more Adobe Connect experience and ITIL Foundations certification is preferred. CGS offers a comprehensive benefits package including health, dental, vision, life insurance, 401k, flexible spending account, paid time off, and observance of state/federal holidays.

Requirements

One year or more Adobe Connect experience

Responsibilities

• Provide Level 1 & 2 support services to end users consisting of senior management, attorneys, support staff, contractors, and associated systems for the Executive Office for the United States Attorneys (EOUSA)
• Backup/Restoration admin/support
• File Server support
• User Account/Mailbox administration
• Software/Hardware installation
• Handheld device installation/troubleshooting/support
• Remote User setup/support/troubleshooting
• End-user training
• Creation of procedural documentation
• Creation of spreadsheets/databases for tracking purposes
• Record and update required information for all IT-related tickets utilizing ITIL
• Creation of Incident work-log entries
• Accurately answer user support questions of software and hardware in the EOUSA office environment
• Maintain Account Management forms for new and departed users per Government policy and procedures
• Produce proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practices
• Conduct and maintain accountable IT inventories such as laptops, desktops, tablet PCs, printers, MFPs’ accessories, IT supplies, etc. using spreadsheets
• Provide desk-side training for new employees and staff, consisting of basic instructions on accessing and using standard desktop applications (e.g. e-Mail, Microsoft Office, etc) and how to access 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 interface
• Utilize online meeting applications such as Adobe Connect to support hardware set-up of microphones and webcams, set-up operations for audio mixing boards and facilitate/monitor/record online meeting sessions

Preferred Qualifications

ITIL Foundations certification

Benefits

• Health, Dental, and Vision
• Life Insurance
• 401k
• Flexible Spending Account (Health, Dependent Care, and Commuter)
• Paid Time Off and Observance of State/Federal Holidays