CGS Federal (Contact Government Services)
Senior Help Desk Technician
CGS Federal (Contact Government Services), Baltimore, Maryland, United States, 21276
Senior Help Desk Technician
CGS Federal (Contact Government Services) has provided the following pay range for this position.
Pay Range $40,000.00/yr - $80,000.00/yr
Employment Type & Department Full time
Department: Help Desk
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‑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
Qualifications
One year or more Adobe Connect or related online meeting center set‑up experience. Non‑Required, advantageous additional knowledge, experience, or competency considered favorable assets shall include:
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
Location Baltimore, MD
– Salary range $108,000.00-$156,000.00 (posted 3 weeks ago)
Contact Email: info@cgsfederal.com
Equal Opportunity Employer Contact Government Services, LLC is an Equal Opportunity Employer. Applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Hiring Process We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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Pay Range $40,000.00/yr - $80,000.00/yr
Employment Type & Department Full time
Department: Help Desk
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‑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
Qualifications
One year or more Adobe Connect or related online meeting center set‑up experience. Non‑Required, advantageous additional knowledge, experience, or competency considered favorable assets shall include:
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
Location Baltimore, MD
– Salary range $108,000.00-$156,000.00 (posted 3 weeks ago)
Contact Email: info@cgsfederal.com
Equal Opportunity Employer Contact Government Services, LLC is an Equal Opportunity Employer. Applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Hiring Process We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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