Senior Help Desk Technician

Senior Help Desk Technician – Full Time – Help Desk Department.

CGS seeks a Senior Help Desk Technician to provide Level1 & 2 Help Desk (PC Assist) support services for end users, including senior management, attorneys, support staff, contractors, and the Executive Office for the United States Attorneys (EOUSA). This role involves troubleshooting, user support, and technical assistance across multiple platforms.

• 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 setup, support, and troubleshooting
• End‑user training
• Creation of procedural documentation
• Creation of spreadsheets and databases for tracking purposes
• Record and update information for all IT‑related tickets using ITIL procedures
• Creation of Incident work‑log entries
• Accurately answer user support questions on software and hardware in the EOUSA office environment
• Maintain Account Management forms for new and departing users per government policy and procedures
• Produce proactive reports, trending analysis, service level reporting, process consultation, and application of ITIL best practices
• Manage accountable IT inventories (laptops, desktops, tablets, printers, MFPs, accessories, supplies) using spreadsheets
• Provide desk‑side training for new employees and staff on standard desktop applications and research databases
• Submit weekly status reports and monthly surveys
• Set up and support conference and training rooms for presentations, including audio, video, A/V distribution systems, computer hardware and software, control programming, microphones, amplifiers, encrypted wireless microphone systems, digital recording, and computer/video interface
• Use online meeting applications such as Adobe Connect to support hardware set‑up and facilitate online meeting sessions

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

• Health, Dental, and Vision insurance
• Life insurance
• 401(k) retirement plan
• 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 race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.