Senior User Support Specialist

About the role

• 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 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.

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

Additional information

• 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 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.

Pay and benefits

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

Join our team and become part of government innovation!

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