Senior Help Desk Technician
CGS Federal (Contact Government Services)
Senior Help Desk Technician
CGS Federal (Contact Government Services)
full-time
Posted on:
Location Type: Hybrid
Location: Atlanta • North Carolina • 🇺🇸 United States
Visit company websiteSalary
💰 $40,000 - $80,000 per year
Job Level
Senior
About the role
- Fulfill 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)
- Provide backup/restoration administration and file server support
- Administer user accounts and mailboxes and perform software/hardware installations
- Support handheld devices, remote users, and provide desk-side end-user training
- Create procedural documentation, spreadsheets/databases for tracking, and Incident work-log entries
- Record and update IT-related tickets utilizing ITIL and produce proactive reports, trending analysis, and service level reporting
- Maintain accountable IT inventories and Account Management forms for new and departed users per Government policy
- Set up and support conference and training rooms (audio/video/A/V distribution systems, control programming, encrypted wireless microphone systems, digital recording, computer/video interface)
- Utilize Adobe Connect and other online meeting applications to support hardware setup, operations, and record online meeting sessions
- Submit weekly status reports and monthly surveys and provide process consultation applying ITIL best practices
Requirements
- 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
- 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
- One year or more Adobe Connect or related online meeting center set-up experience
- 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
backup administrationrestoration supportfile server supportuser account administrationmailbox administrationsoftware installationhardware installationhandheld device supportremote user supportend-user training
Soft skills
process consultationcommunicationorganizational skillsproblem-solvingtraining
Certifications
ITIL Foundations certificationActive DOD clearance Level 6 Public Trust
