Senior Help Desk Technician II
About the role
CGS seeks a Senior Help Desk Technician to fulfill the requirements of Level 1 & 2 Help Desk (PC Assist) support services to end users consisting of senior management, attorneys, support staff, contractors, and associated systems for the Executive Office for the United States Attorneys (EOUSA).
Responsibilities
- Backup/Restoration admin/support
- File Server support
- User Account/Mailbox administration
- Software/Hardware installation
- Handheld device installation/troubleshooting/support
- Remote User setup/support/troubleshooting
- End-user training
- Creation of procedural documentation
- Creation of spreadsheets/databases for tracking purposes
- Record and update required information for all IT-related tickets utilizing ITIL
- Creation of Incident work-log entries
- Accurately answer user support questions of software and hardware in the EOUSA office environment
- Maintain Account Management forms for new and departed users per Government policy and procedures
- Produce proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practices
- Cover and maintain accountable IT inventories such as laptops, desktops, tablet PCs, printers, MFPs’ accessories, IT supplies, etc. using spreadsheets
- Provide desk-side training for new employees and staff, consisting of basic instructions on accessing and using standard desktop applications (e.g. e-Mail, Microsoft Office, etc) and how to access available research database applications
- Submit weekly status reports and monthly surveys
- Set up and support conference and training rooms for presentations including, audio systems, video systems, A/V distribution systems, computer hardware and software, control programming, microphones, amplifiers, encrypted wireless microphone systems, digital recording and computer/video interface
- Utilize online meeting applications such as Adobe Connect to support hardware set-up of microphones and webcams, set-up operations for audio mixing boards and facilitate/monitor/record online meeting sessions
Qualifications
- One year or more Adobe Connect or related online meeting center set-up experience.
- ITIL Foundations certification (non-essential, advantageous)
- Change Management experience (non-essential, advantageous)
- Active DOD clearance of Level 6 Public Trust or above (non-essential, advantageous)
Benefits
- Health, Dental, and Vision
- Life Insurance
- 401k
- Flexible Spending Account (Health, Dependent Care, and Commuter)
- Paid Time Off and Observance of State/Federal Holidays
Pay
Estimated range: $84,152 - $156,000 per year
Schedule
Hybrid, Washington
Requirements
Full time
Skills
- Backup/Restoration admin/support
- File Server support
- User Account/Mailbox administration
- Software/Hardware installation
- Handheld device installation/troubleshooting/support
- Remote User setup/support/troubleshooting
- End-user training
- Creation of procedural documentation
- Creation of spreadsheets/databases for tracking purposes
- Record and update required information for all IT-related tickets utilizing ITIL
- Creation of Incident work-log entries
- Accurately answer user support questions of software and hardware in the EOUSA office environment
- Maintain Account Management forms for new and departed users per Government policy and procedures
- Produce proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practices
- Cover and maintain accountable IT inventories such as laptops, desktops, tablet PCs, printers, MFPs’ accessories, IT supplies, etc. using spreadsheets
- Provide desk-side training for new employees and staff, consisting of basic instructions on accessing and using standard desktop applications (e.g. e-Mail, Microsoft Office, etc) and how to access available research database applications
- Submit weekly status reports and monthly surveys
- Set up and support conference and training rooms for presentations including, audio systems, video systems, A/V distribution systems, computer hardware and software, control programming, microphones, amplifiers, encrypted wireless microphone systems, digital recording and computer/video interface
- Utilize online meeting applications such as Adobe Connect to support hardware set-up of microphones and webcams, set-up operations for audio mixing boards and facilitate/monitor/record online meeting sessions