CGS Federal is actively seeking a Senior Help Desk Technician to provide exceptional Level 1 and Level 2 Help Desk 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).
At CGS, we unite motivated and talented individuals to tackle the government's most pressing challenges using innovative technology solutions. We value collaboration and are looking for candidates who are passionate about contributing to government innovation and can anticipate the needs of others. Our supportive environment encourages professional development through various learning opportunities.
Key Responsibilities:
- Administer backup and restoration support.
- Provide file server support.
- Manage user account and mailbox administration.
- Oversee software and hardware installations.
- Troubleshoot and support handheld devices.
- Assist remote users with setup and troubleshooting.
- Conduct end-user training.
- Develop procedural documentation.
- Create and maintain spreadsheets/databases for tracking IT-related tickets in accordance with ITIL standards.
- Produce incident work-log entries.
- Provide accurate responses to user support inquiries related to software and hardware within the EOUSA office.
- Maintain Account Management forms for new and departing users following government policies.
- Generate proactive reports, trend analyses, and service level reports applying ITIL best practices.
- Conduct and manage IT inventory, including laptops, desktops, tablet PCs, printers, and accessories.
- Offer desk-side training for new staff on standard desktop applications (e.g., email, Microsoft Office) and research database access.
- Submit weekly status reports and monthly surveys.
- Set up and support conference and training rooms, including audio and video systems.
- Utilize online meeting applications to facilitate and record sessions.
We are looking for individuals who thrive in a collaborative environment and enjoy addressing complex challenges with innovative solutions.