About the job
CGS Federal is actively seeking a Senior Help Desk Technician II to provide essential Level 1 & 2 Help Desk support services to a diverse group of end users, including senior management, attorneys, support staff, contractors, and related systems for the Executive Office for the United States Attorneys (EOUSA).
At CGS, we unite highly skilled, motivated, and innovative individuals to tackle some of the most pressing challenges faced by the government using state-of-the-art technology. We are looking for candidates who are passionate about contributing to governmental innovation, thrive in collaborative environments, and can proactively identify and meet the needs of others. We pride ourselves on fostering a supportive work culture that promotes professional development through various learning opportunities.
Key Responsibilities:
- Administer and support backup/restoration processes.
- Provide file server support.
- Manage user accounts and mailbox administration.
- Oversee software and hardware installations.
- Troubleshoot and support handheld devices.
- Facilitate remote user setup and troubleshooting.
- Conduct training for end-users.
- Develop procedural documentation.
- Create spreadsheets and databases for tracking purposes.
- Record and update information for all IT-related tickets following ITIL standards.
- Create entries for incident work logs.
- Accurately respond to user inquiries regarding software and hardware in the EOUSA office environment.
- Maintain account management forms for new and departed users in accordance with government policies.
- Generate proactive reports, trend analyses, and service level reports while applying ITIL best practices.
- Maintain accountable IT inventories such as laptops, desktops, tablets, and IT supplies using spreadsheets.
- Deliver desk-side training to new employees on standard desktop applications (e.g., email, Microsoft Office) and access to research database applications.
- Submit weekly status reports and monthly surveys.
- Set up and support conference and training rooms for presentations, including audio and video systems.
- Utilize online meeting applications like Adobe Connect for hardware setup and facilitate online meeting sessions.