Senior Help Desk Technician II

CGS seeks a Senior Help Desk Technician to provide Level 1 & 2 Help Desk support services to end users. The ideal candidate is motivated, highly skilled, and creative, with a passion for government innovation. We offer a comprehensive benefits package, including health, dental, and vision insurance, life insurance, 401k, and paid time off.

Requirements

• 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
• Maintain Account Management forms for new and departed users
• Produce proactive reports
• Trending analysis
• Service level reporting
• Process consultation
• Application of ITIL best practices
• Conduct and maintain accountable IT inventories
• Provide desk-side training
• Set up and support conference and training rooms
• Utilize online meeting applications

Benefits

• Health, Dental, and Vision
• Life Insurance
• 401k
• Flexible Spending Account
• Paid Time Off and Observance of State/Federal Holidays