CGS Federal (Contact Government Services) · 3 weeks ago
Senior Help Desk Technician II
United States
Full-time
Remote
Senior Level
$108K/yr - $156K/yrCGS Federal is dedicated to solving the government’s most dynamic problems with cutting-edge technology. They are seeking a Senior Help Desk Technician to provide Level 1 & 2 support services to end users, ensuring efficient operation of IT resources and assisting with various technical issues.
ConsultingInformation TechnologyLegalProfessional ServicesProject ManagementSoftware
No H1B
U.S. Citizen Only
Responsibilities
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, consisting of basic instructions on accessing and using standard desktop applications (e.g. e-Mail, Microsoft Office, etc) and how to access available research database applications
Submit weekly status reports and monthly surveys
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
Qualification
Required
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
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, consisting of basic instructions on accessing and using standard desktop applications (e.g. e-Mail, Microsoft Office, etc) and how to access available research database applications
Submit weekly status reports and monthly surveys
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
Preferred
ITIL Foundations certification
Change Management experience
Active DOD clearance of Level 6 Public Trust or above
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
Company
CGS Federal (Contact Government Services)
Contact Government Services strives to simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Anthony Miller
Partner, President of Operations
Brian York
Partner, President of Strategy
Company data provided by crunchbase