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

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