CGS Federal (Contact Government Services)
Senior Help Desk Technician
CGS Federal (Contact Government Services), Rockville, Maryland, us, 20849
Senior Help Desk Technician – Level 1 & 2 Help Desk (PC Assist) – Executive Office for the United States Attorneys (EOUSA)
Pay:
$40,000.00 – $80,000.00 per year (actual pay negotiated based on skills and experience).
Employment type:
Full Time
Department:
Help Desk
Position Overview CGS Federal (Contact Government Services) seeks a highly motivated, technically skilled Senior Help Desk Technician to provide Level 1 & 2 support to senior management, attorneys, support staff, contractors, and other users within the EOUSA. The role involves troubleshooting, user training, and system administration with an eye towards government IT best practices (ITIL).
Responsibilities
Backup and restoration administration/support.
File server support.
User account and mailbox administration.
Software and hardware installation.
Handheld device installation, troubleshooting, and support.
Remote user setup, support, and troubleshooting.
End‑user training.
Creation of procedural documentation.
Creation and maintenance of spreadsheets/databases for tracking purposes.
Record and update required information for all IT‑related tickets using ITIL.
Creation of incident work‑log entries.
Accurate response to user support questions regarding software and hardware in the EOUSA office environment.
Maintain account management forms for new and departing users per government policy and procedures.
Produce proactive reports, trending analysis, and service level reporting while consulting on ITIL best practices.
Maintain accountable IT inventories (desktops, laptops, tablets, printers, MFPs, accessories, supplies) using spreadsheets.
Provide desk‑side training for new employees on standard desktop applications and research database access.
Submit weekly status reports and monthly surveys.
Set up and support conference and training rooms for presentations, including audio, video, A/V distribution systems, computer hardware/software, control programming, microphones, amplifiers, encrypted wireless microphone systems, digital recording, and interfaces.
Utilize online meeting applications such as Adobe Connect for hardware setup of microphones and webcams, audio mixing board operation, and facilitation/monitoring/recording of online meeting sessions.
Qualifications
One year or more experience with Adobe Connect or related online meeting center set‑up.
ITIL Foundations certification.
Change management experience.
Active Department of Defense clearance of Level 6 Public Trust or above.
Contact Government Services (CGS) is an Equal Opportunity Employer. Applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, or status as a protected veteran.
For more information about CGS, visit
https://www.cgsfederal.com
or contact
info@cgsfederal.com .
#J-18808-Ljbffr
Pay:
$40,000.00 – $80,000.00 per year (actual pay negotiated based on skills and experience).
Employment type:
Full Time
Department:
Help Desk
Position Overview CGS Federal (Contact Government Services) seeks a highly motivated, technically skilled Senior Help Desk Technician to provide Level 1 & 2 support to senior management, attorneys, support staff, contractors, and other users within the EOUSA. The role involves troubleshooting, user training, and system administration with an eye towards government IT best practices (ITIL).
Responsibilities
Backup and restoration administration/support.
File server support.
User account and mailbox administration.
Software and hardware installation.
Handheld device installation, troubleshooting, and support.
Remote user setup, support, and troubleshooting.
End‑user training.
Creation of procedural documentation.
Creation and maintenance of spreadsheets/databases for tracking purposes.
Record and update required information for all IT‑related tickets using ITIL.
Creation of incident work‑log entries.
Accurate response to user support questions regarding software and hardware in the EOUSA office environment.
Maintain account management forms for new and departing users per government policy and procedures.
Produce proactive reports, trending analysis, and service level reporting while consulting on ITIL best practices.
Maintain accountable IT inventories (desktops, laptops, tablets, printers, MFPs, accessories, supplies) using spreadsheets.
Provide desk‑side training for new employees on standard desktop applications and research database access.
Submit weekly status reports and monthly surveys.
Set up and support conference and training rooms for presentations, including audio, video, A/V distribution systems, computer hardware/software, control programming, microphones, amplifiers, encrypted wireless microphone systems, digital recording, and interfaces.
Utilize online meeting applications such as Adobe Connect for hardware setup of microphones and webcams, audio mixing board operation, and facilitation/monitoring/recording of online meeting sessions.
Qualifications
One year or more experience with Adobe Connect or related online meeting center set‑up.
ITIL Foundations certification.
Change management experience.
Active Department of Defense clearance of Level 6 Public Trust or above.
Contact Government Services (CGS) is an Equal Opportunity Employer. Applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, or status as a protected veteran.
For more information about CGS, visit
https://www.cgsfederal.com
or contact
info@cgsfederal.com .
#J-18808-Ljbffr