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Senior Help Desk Technician

Senior Help Desk Technician

Employment Type: Full Time 

Department: Help Desk


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). 


CGS brings motivated, highly skilled, and creative people together to solve the government’s most dynamic problems with cutting-edge technology. To carry out our mission, we are seeking candidates who are excited to contribute to government innovation, appreciate collaboration, and can anticipate the needs of others. Here at CGS, we offer an environment in which our employees feel supported, and we encourage professional growth through various learning opportunities.


Skills and attributes for success:

- 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

- Conduct 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. Non-Required, advantageous additional knowledge, experience, or competency considered favorable assets shall include: 

- ITIL Foundations certification 

- Change Management experience 

- Active DOD clearance of Level 6 Public Trust or above 


Our Commitment:

Contact Government Services (CGS) strives to simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources. We combine cutting-edge technology with world-class personnel to deliver customized solutions that fit our client’s specific needs. We are committed to solving the most challenging and dynamic problems.


For the past seven years, we’ve been growing our government-contracting portfolio, and along the way, we’ve created valuable partnerships by demonstrating a commitment to honesty, professionalism, and quality work.


Here at CGS we value honesty through hard work and self-awareness, professionalism in all we do, and to deliver the best quality to our consumers mending those relations for years to come.


We care about our employees. Therefore, we offer a comprehensive benefits package:

- Health, Dental, and Vision

- Life Insurance

- 401k

- Flexible Spending Account (Health, Dependent Care, and Commuter)

- Paid Time Off and Observance of State/Federal Holidays


Contact Government Services, LLC is an Equal Opportunity Employer. Applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.


Join our team and become part of government innovation!

Explore additional job opportunities with CGS on our Job Board:

https://cgsfederal.com/join-our-team/

For more information about CGS please visit: https://www.cgsfederal.com or contact:

Email: info@cgsfederal.com


$84,000 - $108,000 a year

Average salary estimate

$96000 / YEARLY (est.)
min
max
$84000K
$108000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Senior Help Desk Technician, Contact Government Services, LLC

Are you a tech-savvy individual looking to make a difference? CGS is searching for a Senior Help Desk Technician to join our dynamic team and provide exceptional support to the Executive Office for the United States Attorneys (EOUSA). In this full-time role, you will engage with senior management, attorneys, and support staff, delivering effective desktop support services and resolving Level 1 & 2 Help Desk issues. Your expertise in software/hardware installation, user training, and remote user troubleshooting will be essential as you help create an efficient work environment. Your day-to-day will involve everything from managing user accounts to supporting conference room technology setups. We value teamwork and are looking for someone who thrives in a collaborative atmosphere, anticipates the needs of our end users, and can craft detailed procedural documentation. If you have a proven background in IT support, especially in a government setting, along with experience using tools like Adobe Connect for online meetings, we want to hear from you! Here at CGS, we prioritize both innovation and the professional growth of our employees. Benefits include health coverage, retirement plans, and generous paid time off, ensuring you have the support you need to excel. Join CGS and help us tackle the government's most pressing challenges with your skills and dedication. Let's drive government innovation together!

Frequently Asked Questions (FAQs) for Senior Help Desk Technician Role at Contact Government Services, LLC
What are the responsibilities of a Senior Help Desk Technician at CGS?

As a Senior Help Desk Technician at CGS, your responsibilities include troubleshooting and resolving Level 1 & 2 support issues, handling software and hardware installations, managing user accounts and mailboxes, and supporting remote users. You'll also create procedural documentation, conduct end-user training, and maintain IT inventories, ensuring a seamless workflow within the Executive Office for the United States Attorneys.

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What qualifications are needed for the Senior Help Desk Technician position at CGS?

To qualify for the Senior Help Desk Technician role at CGS, you should have at least one year of experience with online meeting tools like Adobe Connect, along with a solid foundation in IT support. While not mandatory, ITIL Foundations certification and change management experience will be viewed favorably. An active Level 6 Public Trust clearance or higher is also advantageous.

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How does CGS support professional growth for Senior Help Desk Technicians?

CGS is committed to the professional growth of its employees, offering various learning opportunities and resources. As a Senior Help Desk Technician, you will be encouraged to further develop your skills through on-the-job training, workshops, and potentially pursuing IT certifications to enhance your career prospects within the organization.

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What type of technology will the Senior Help Desk Technician use at CGS?

The Senior Help Desk Technician at CGS will work with a range of technologies including computer hardware, software applications, and A/V systems for conference setups. You will handily manage desktop and handheld devices while integrating platforms like Adobe Connect for remote meetings, ensuring a smooth technology experience for all users.

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What benefits does CGS offer to its Senior Help Desk Technicians?

CGS provides an attractive benefits package to its Senior Help Desk Technicians, including health, dental, and vision insurance, life insurance options, a 401k plan, flexible spending accounts, and generous paid time off. These benefits are designed to support the well-being and work-life balance of our employees.

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Common Interview Questions for Senior Help Desk Technician
How do you prioritize multiple help desk requests?

When prioritizing help desk requests, I assess the severity and impact on users, categorizing requests based on urgency. I focus on high-impact issues first and communicate with users to manage their expectations while providing timely updates.

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Can you describe a challenging technical issue you resolved?

In a previous role, I encountered a network connectivity problem affecting several users. I methodically analyzed the network setup, identified a faulty switch, and coordinated the replacement while keeping users informed, which minimized downtime.

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What tools and software do you prefer for help desk support?

I prefer using ticketing systems like Jira for tracking issues and solutions, along with remote access tools like TeamViewer for efficient troubleshooting. Additionally, documentation tools such as Confluence help in maintaining standard operating procedures.

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How do you stay updated on new technologies?

I stay updated by following tech blogs, participating in webinars, and attending industry conferences. Engaging with online communities and taking courses on platforms like LinkedIn Learning also enhance my technical knowledge.

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Describe the importance of documentation in IT support.

Documentation is crucial in IT support as it ensures consistency and enables other team members to understand processes and solutions. It also helps in training new technicians and serves as a knowledge base for resolving future issues.

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How would you handle an irate user?

Handling an irate user requires empathy and active listening. I would calmly listen to their concerns, reassure them that I’m there to help, and work diligently to resolve their issue while maintaining a professional demeanor.

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What experience do you have with remote support?

I have extensive experience providing remote support through tools like LogMeIn and Zoom, allowing me to troubleshoot users' issues directly on their devices while guiding them through solutions step by step.

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How do you measure your success as a help desk technician?

Success as a help desk technician can be measured through metrics such as ticket resolution time, user satisfaction ratings, and first-contact resolution rates. Constantly reviewing and optimizing these metrics helps in improving overall performance.

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What is your approach to user training?

My approach to user training involves assessing user needs, providing hands-on demonstrations, and creating user-friendly documentation. I also encourage questions to ensure users fully understand the tools and processes.

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Can you explain ITIL and its relevance to help desk roles?

ITIL is a framework focused on IT service management best practices that improve efficiency, service quality, and user satisfaction. Its principles help guide my work in ensuring a structured approach to incident management and service delivery at the help desk.

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Dental Insurance
Disability Insurance
Flexible Spending Account (FSA)
Vision Insurance
Performance Bonus
Family Medical Leave
Paid Holidays
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DATE POSTED
December 14, 2024

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