CGS Federal (Contact Government Services)

Senior Help Desk Technician II

CGS Federal (Contact Government Services)

full-time

Posted on:

Location Type: Hybrid

Location: Dallas • Texas • United States

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Salary

💰 $108,000 - $156,000 per year

Job Level

Senior

About the role

  • Fulfill the requirements of Level 1 & 2 Help Desk (PC Assist) 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

Requirements

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Help Desk supportBackup/Restoration administrationFile Server supportUser Account administrationSoftware installationHardware installationRemote User supportIncident managementSpreadsheetsDatabase creation
Soft Skills
End-user trainingCommunicationProblem-solvingDocumentationProactive reportingTrend analysisConsultationAccountabilityCollaborationCustomer service
Certifications
ITIL Foundations certificationActive DOD clearance