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# Senior Help Desk Technician

- **Company:** Contact Government Services, LLC
- **Location:** Albany, NY, United States
- **Experience:** Expert
- **Salary:** $40,000.0 - $80,000.0
- **Contract:** Permanent contract
- **Skills:** Adobe Connect, Software Applications, Spreadsheets, Databases, Microsoft Office, Computer Equipment
- **Published:** June 16, 2026
- **Apply:** https://www.clearancejobs.com/jobs/8980343/senior-help-desk-technician

## About the Role

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

## Description

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


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