About the job
Join CGS Federal as a Senior Help Desk Technician, providing exceptional Level 1 & 2 Help Desk support services to a diverse group of end users, including senior management, attorneys, support staff, and contractors for the Executive Office for the United States Attorneys (EOUSA).
At CGS, we unite innovative and skilled professionals dedicated to solving the government’s most pressing challenges through advanced technology. We are on the lookout for candidates who are eager to drive government innovation, thrive on collaboration, and possess the foresight to anticipate the needs of others. Our environment fosters support for our employees and promotes professional development through various learning opportunities.
Key Responsibilities:
- Administer and support backup/restoration processes.
- Provide file server support and user account/mailbox administration.
- Conduct software and hardware installations, along with handheld device setup and troubleshooting.
- Assist remote users with setup, support, and troubleshooting.
- Deliver end-user training and develop procedural documentation.
- Create and manage tracking spreadsheets and databases.
- Maintain IT-related ticket records using ITIL frameworks.
- Generate incident work-log entries and respond to user inquiries regarding software and hardware.
- Manage account forms for new and departing users according to government policies.
- Produce proactive reports, trending analyses, and service level reports while applying ITIL best practices.
- Maintain IT inventories, including laptops, desktops, printers, and accessories.
- Set up and support conference and training rooms, ensuring all audio/visual systems are operational.
- Utilize online meeting tools like Adobe Connect to facilitate virtual meetings.
