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: New York City • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $40,000 - $80,000 per year
Job Level
Senior
About the role
- Provide Level 1 & 2 Help Desk (PC Assist) support to end users including senior management, attorneys, support staff, and contractors for EOUSA
- Perform backup/restoration administration and file server support
- Administer user accounts and mailboxes
- Install and troubleshoot software and hardware
- Install and support handheld devices and remote user setups
- Provide end-user and desk-side training on standard desktop applications and research databases
- Create procedural documentation, spreadsheets, and databases for tracking and maintain IT inventories
- Record and update IT-related tickets and create incident work-log entries using ITIL best practices
- Produce proactive reports, trending analysis, and service level reporting
- Set up and support conference and training rooms including audio/video systems, A/V distribution, control programming, microphones, amplifiers, encrypted wireless microphone systems, and digital recording
- Utilize online meeting applications such as Adobe Connect to support microphones, webcams, audio mixing boards and facilitate/record online meeting sessions
- Submit weekly status reports and monthly surveys
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
- 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 administrationfile server supportuser account administrationmailbox administrationsoftware installationhardware installationhandheld device supportremote user setupend-user training
Soft skills
communicationtrainingdocumentationproblem-solvingorganizational skills
Certifications
ITIL Foundations certificationActive DOD clearance Level 6 Public Trust
