Job Summary:
CGS Federal 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, with responsibilities including user training, help desk functions, and technical support during courtroom proceedings.
Responsibilities:
โข Usually reports to the Help Desk Supervisor/Senior User Trainer or Application Manager
โข Assists in setting up and operating an end-user support program for major applications supporting specific projects
โข Establishes overall user training programs, especially for complex applications (e.g., groupware, workflow) and for litigation support/office automation tools
โข Develops training course outlines and agendas
โข Establishes training facilities and training schedules
โข May supervise teams of user support staff (e.g., help desk staff)
โข Organizes, prepares, schedules, and conducts training sessions
โข Delivers primarily user-level training for specific databases/software (including word processing and other office automation packages)
โข May also deliver training such as team building, contract/document center orientations, etc.
โข Trains audiences including attorneys, paralegals, Government Case Managers, client agency staff, and/or other contractor employees
โข Prepares training approach and materials
โข Arranges training logistics (facility use and access to appropriate applications)
โข 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
โข Install, configure, maintain, and troubleshoot Microsoft Windows operating systems
โข 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
โข Configure and support Microsoft 365 applications and other enterprise software
โข Manage user accounts and access controls using Active Directory
โข Administer Windows Server environments, including:
โข Active Directory: manage users, security groups, and permissions per DOJ access control policies
โข DNS/DHCP: maintain and configure network services for connectivity and IP management
โข Group Policy: implement and monitor approved security settings and system configurations for federal compliance
โข Perform patch management and vulnerability remediation per agency timelines
โข Ensure compliance with agency-specific security controls
โข Support backup, disaster recovery, and continuity of operations (COOP) initiatives
โข Maintain accurate IT asset inventory and configuration documentation
โข Deploy software packages via Microsoft Endpoint Configuration Manager (MECM)
โข Provide technical support for trial preparation and courtroom proceedings, including creating electronic exhibits in supported litigation applications
โข Digitize and format audio/video files for courtroom use
โข Configure, test, and assist with setup of trial/courtroom hardware and software components
โข Provides on-site troubleshooting and user assistance during courtroom proceedings to resolve operational issues with supported applications and equipment.
Qualifications:
Required:
โข At least 2 years teaching/training users on computer applications (preferably database, imaging, or automated litigation support)
โข At least 1 year experience with the specific applications being supported
โข Supervisory experience (helpful)
โข Hands-on familiarity with network, telecommunications, and operating systems environments supporting the applications
โข Experience with DOJ office automation environments (extremely helpful)
โข Expert user of Government word processing, spreadsheet, and email systems
โข Excellent oral and written communication skills (required)
Preferred:
โข Undergraduate degree (strongly preferred)
Company:
Contact Government Services strives to simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources. Founded in , the company is headquartered in Washington, USA, with a team of 51-200 employees. The company is currently Growth Stage.