Senior Help Desk Technician II
CGS Federal (Contact Government Services)
Senior Help Desk Technician
CGS Federal (Contact Government Services)
full-time
Posted on:
Location Type: Hybrid
Location: Baltimore • Maryland • 🇺🇸 United States
Visit company websiteSalary
💰 $108,000 - $156,000 per year
Job Level
Senior
About the role
- Provide Level 1 & 2 Help Desk (PC Assist) support to EOUSA end users including senior management, attorneys, support staff, and contractors
- Administer backup/restoration and file server support
- Administer user accounts and mailboxes
- Install and troubleshoot software, hardware, and handheld devices
- Support remote users and set up remote access
- Record and update IT tickets and create incident work-log entries per ITIL practices
- Maintain IT inventories and account management forms for new and departed users
- Produce reports, trending analysis, and service level reporting
- Provide desk-side training on desktop applications and research databases
- Set up and support conference and training room A/V systems and online meeting sessions (e.g., Adobe Connect)
Requirements
- One year or more Adobe Connect or related online meeting center set-up experience
- 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
- 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
- Set up and support conference and training rooms including audio/video/A/V distribution systems and control programming
- Utilize online meeting applications such as Adobe Connect to support hardware set-up and facilitate/record sessions
- ITIL Foundations certification (advantageous)
- Change Management experience (advantageous)
- Active DOD clearance of Level 6 Public Trust or above (advantageous)
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 supportIncident work-log creation
Soft skills
End-user trainingProcedural documentation creationTrend analysisService level reportingProcess consultation
Certifications
ITIL Foundations certificationActive DOD clearance Level 6 Public Trust
