Senior Help Desk Technician II

Employment Type

Full Time

Help Desk

CGS seeks a Senior Help Desk Technician to provide Level 1 & 2 PC Assist support services to end users including senior management, attorneys, support staff, contractors, and associated systems for the Executive Office for the United States Attorneys (EOUSA).

• Backup/Restoration administration and support
• File server support
• User account and mailbox administration
• Software and hardware installation
• Handheld device installation, troubleshooting, and support
• Remote user set‑up, support, and troubleshooting
• End‑user training
• Creation of procedural documentation
• Creation of spreadsheets and 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 regarding 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, MFP accessories, IT supplies, etc. using spreadsheets
• Provide desk‑side training for new employees and staff on accessing and using standard desktop applications and 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, and record online meeting sessions

• One year or more experience with Adobe Connect or related online meeting center set‑up
• ITIL Foundations certification
• Change management experience
• Active DOD clearance of Level 6 Public Trust or above

• Health, Dental, and Vision
• Life insurance
• 401(k)
• Flexible spending account (Health, Dependent Care, and Commuter)
• Paid time off and observance of state and federal holidays

Contact Government Services, LLC is an Equal Opportunity Employer. Applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.