Senior Help Desk Technician II

Senior Help Desk Technician

Employer: Contact Government Services (CGS Federal)

Location: Fairfax, VA

Employment Type: Full Time

Department: Help Desk

Salary Range: $/yr - $/yr

• 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, MFP 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

• One year or more Adobe Connect or related online meeting center set‑up experience (non‑required, but advantageous additional knowledge, experience, or competency considered favorable assets shall include)
• ITIL Foundations certification
• Change Management experience
• Active DOD clearance of Level 6 Public Trust or above

• Health, Dental, and Vision
• Life Insurance
• 401k
• Flexible Spending Account (Health, Dependent Care, and Commuter)
• Paid Time Off and Observance of State/Federal Holidays

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

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