Senior Help Desk Technician
CGS Federal (Contact Government Services)
Senior Help Desk Technician II
CGS Federal (Contact Government Services)
full-time
Posted on:
Location Type: Hybrid
Location: Atlanta • North Carolina • 🇺🇸 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 services to EOUSA end users including senior management, attorneys, support staff, and contractors
- Perform Backup/Restoration administration and support
- Support File Servers and related systems
- Administer User Accounts and Mailboxes
- Install and troubleshoot software and hardware, including handheld devices
- Set up and support remote users and perform remote troubleshooting
- Deliver end-user and desk-side training on desktop applications and research databases
- Create procedural documentation, spreadsheets, and databases for tracking purposes
- Record and update IT-related tickets and Incident work-log entries using ITIL practices
- Maintain Account Management forms for onboarding and offboarding per government policies
- Produce proactive reports, trending analysis, and service level reporting
- Maintain IT inventories (laptops, desktops, tablets, printers, accessories) using spreadsheets
- Submit weekly status reports and monthly surveys
- Set up and support conference and training room presentations (audio systems, video systems, A/V distribution, control programming, microphones, amplifiers, encrypted wireless microphones, digital recording, computer/video interface)
- Utilize Adobe Connect and other online meeting applications to support meeting hardware setup, audio mixing boards, and record online sessions
Requirements
- 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)
- 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 (audio/video/AV systems)
- Utilize online meeting applications such as Adobe Connect to support hardware set-up of microphones and webcams
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 installationRemote User supportEnd-user trainingIncident management
Soft skills
CommunicationTrainingDocumentationAnalytical skillsOrganizational skills
Certifications
ITIL Foundations certificationDOD clearance Level 6 Public Trust
