Qualifications
Qualifications:- On-site experience required- Strong problem-solving skills and customer service orientation- Ability to work independently and as part of a team- Excellent communication skills, both written and verbal
About the job
Senior Help Desk Technician
Employment Type: Full Time
Department: Help Desk
CGS Federal is searching for a dedicated and skilled Senior Help Desk Technician to deliver exceptional Level 1 and Level 2 Help Desk support services. The successful candidate will assist end users, including senior management, attorneys, support staff, contractors, and related systems for the Executive Office for the United States Attorneys (EOUSA).
At CGS Federal, we unite motivated, highly skilled, and innovative individuals to tackle the most pressing challenges faced by government entities using advanced technology. We are looking for candidates who are eager to contribute to governmental innovation, embrace teamwork, and are adept at anticipating the needs of others. Our organization fosters a supportive environment, encouraging professional development through a variety of learning opportunities.
Skills and Attributes for Success:
- Backup and Restoration Administration/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
- Development of Spreadsheets/Databases for Tracking
- Accurate Recording and Updating of IT-Related Tickets Following ITIL Best Practices
- Creation of Incident Work-Log Entries
- Providing Accurate Answers to User Support Queries in the EOUSA Environment
- Management of Account Management Forms for New and Departed Users as per Government Policies
- Generating Proactive Reports, Trend Analyses, and Service Level Reporting
- Conducting and Maintaining IT Inventories Using Spreadsheets
- Desk-Side Training for New Employees on Standard Applications (e.g., e-Mail, Microsoft Office)
- Setting Up and Supporting Conference and Training Rooms for Presentations
- Utilizing Online Meeting Applications, such as Adobe Connect, for Hardware Setup and Support
About CGS Federal
CGS Federal is committed to solving complex governmental challenges through innovative technology solutions. We inspire a culture of collaboration and continuous improvement, ensuring our employees are equipped to succeed and grow in their careers.