Senior User Support Specialist

Senior User Support Specialist

Employment Type: Full-Time Mid-High Level

Department: Information Technology

CGS is seeking a skilled Senior User Support Specialist to assist in setting up and operating an end-user support program in support of major applications and projects. This role requires expertise in computer applications operating systems and telecommunications.

CGS brings motivated highly skilled and creative people together to solve the governments most dynamic problems with cutting-edge technology. To carry out our mission we are seeking candidates who are excited to contribute to government innovationappreciate 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.

Responsibilities and Duties

• Usually reports to the Help Desk Supervisor/Senior User Trainer or Application Manager
• Assists in setting up and operating an end-user support program for major applications supporting specific projects
• Establishes overall user training programs especially for complex applications (e.g. groupware workflow) and for litigation support/office automation tools
• Develops training course outlines and agendas
• Establishes training facilities and training schedules
• May supervise teams of user support staff (e.g. help desk staff)
• Organizes prepares schedules and conducts training sessions
• Delivers primarily user-level training for specific databases/software (including word processing and other office automation packages)
• May also deliver training such as team building contract/document center orientations etc.
• Trains audiences including attorneys paralegals Government Case Managers client agency staff and/or other contractor employees
• Prepares training approach and materials
• Arranges training logistics (facility use and access to appropriate applications)
• Performs help desk functions: responds to user phone calls installs/troubleshoots litigation support packages on user desktops and coordinates support with office automation contractors/staff
• Install configure maintain and troubleshoot Microsoft Windows operating systems
• Provide Tier I support (basic routine high-volume issues) and Tier II support (in-depth troubleshooting backend analysis persistent issues) for hardware software and peripherals
• Configure and support Microsoft 365 applications and other enterprise software
• Manage user accounts and access controls using Active Directory
• Administer Windows Server environments including:
• Active Directory: manage users security groups and permissions per DOJ access control policies
• DNS/DHCP: maintain and configure network services for connectivity and IP management
• Group Policy: implement and monitor approved security settings and system configurations for federal compliance
• Perform patch management and vulnerability remediation per agency timelines
• Ensure compliance with agency-specific security controls
• Support backup disaster recovery and continuity of operations (COOP) initiatives
• Maintain accurate IT asset inventory and configuration documentation
• Deploy software packages via Microsoft Endpoint Configuration Manager (MECM)
• Provide technical support for trial preparation and courtroom proceedings including creating electronic exhibits in supported litigation applications
• Digitize and format audio/video files for courtroom use
• Configure test and assist with setup of trial/courtroom hardware and software components
• Provides on-site troubleshooting and user assistance during courtroom proceedings to resolve operational issues with supported applications and equipment.

Qualifications

• At least 2 years teaching/training users on computer applications (preferably database imaging or automated litigation support)
• At least 1 year experience with the specific applications being supported
• Supervisory experience (helpful)
• Hands-on familiarity with network telecommunications and operating systems environments supporting the applications
• Experience with DOJ office automation environments (extremely helpful)
• Expert user of Government word processing spreadsheet and email systems
• Excellent oral and written communication skills (required)
• Undergraduate degree (strongly preferred)

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 clients specific needs. We are committed to solving the most challenging and dynamic problems.

For the past seven years weve been growing our government-contracting portfolio and along the way weve 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:

more information about CGS please visit: or contact:

Email:emailprotected