Support Center Analyst (Hybrid Work Model)
Sentry
Senior Help Desk Technician
CGS Federal (Contact Government Services)
full-time
Posted on:
Location Type: Hybrid
Location: Fairfax, VA • Virginia • 🇺🇸 United States
Visit company websiteSalary
💰 $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 such as senior management, attorneys, support staff, contractors, and associated systems for 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 and desk-side training for new employees
- - Creation of procedural documentation and spreadsheets/databases for tracking
- - Record and update IT-related tickets utilizing ITIL and create Incident work-log entries
- - Maintain Account Management forms for new and departed users
- - Produce reports, trending analysis, service level reporting
- - Conduct and maintain IT inventories
- - Set up and support conference and training rooms including A/V and online meeting sessions
Requirements
- - One year or more Adobe Connect or related online meeting center set-up experience.
- - ITIL Foundations certification
- - Change Management experience
- - Active DOD clearance of Level 6 Public Trust or above
- - 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 using spreadsheets
- - Provide desk-side training for new employees and staff
- - Set up and support conference and training rooms for presentations
- - Utilize online meeting applications such as Adobe Connect
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
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Help Desk supportBackup/Restoration administrationFile Server supportUser Account administrationMailbox administrationSoftware installationHardware installationHandheld device troubleshootingRemote User supportEnd-user training
Soft skills
CommunicationTrainingDocumentationAnalytical skillsProblem-solving
Certifications
ITIL FoundationsDOD clearance Level 6 Public Trust
