Senior Help Desk Technician

CGS Government Logo

CGS Government

πŸ’΅ $40k-$80k
πŸ“Remote - United States

Summary

Join CGS as a Senior Help Desk Technician and provide Level 1 & 2 PC support to executive office users. You will manage user accounts, install software/hardware, troubleshoot devices, and create documentation. The role involves training end-users, producing reports, and maintaining IT inventories. Experience with Adobe Connect and ITIL best practices is preferred. CGS offers a comprehensive benefits package including health, dental, vision, life insurance, 401k, and paid time off.

Requirements

One year or more Adobe Connect or related online meeting center set-up experience

Responsibilities

  • 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
  • Change Management experience
  • Active DOD clearance of Level 6 Public Trust or above

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

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