---
title: 'Senior User Support Specialist at Contact Government Services, LLC'
canonical: 'https://feeny.ai/job/senior-user-support-specialist-contact-government-services-llc-knoxville-t4xasrxs2apa'
type: 'job'
last_seen: '2026-09-14'
---

# Senior User Support Specialist at Contact Government Services, LLC

- **Company:** Contact Government Services, LLC
- **Location:** Knoxville, TN
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-03-13
- **Last confirmed live:** 2026-09-14
- **Apply:** https://jobs.lever.co/cgsfederal/590eaca9-19ec-43f6-95d1-743a1b98dff7

## Job description

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 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.

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: https://cgsfederal.com/join-our-team/ For more information about CGS please visit: https://www.cgsfederal.com or contact: Email: info@cgsfederal.com

## About Contact Government Services, LLC

## Company Overview
- **One-liner**: Contact Government Services (CGS) delivers technology, staffing, and consulting solutions to help U.S. federal agencies modernize and streamline operations.
- **Entity Type**: Private (Privately Held)
- **Headquarters**: Washington, District of Columbia, United States
- **Founded**: Not publicly disclosed (the company references a 7-year history of government contracting as of its website content, suggesting formation around 2017)
- **Founders**: Not publicly listed; key executives include Anthony Miller (Partner, CEO) and Brian York (Partner, COO)

## Core Business
- Primary industry: Government Relations Services / Federal Contracting
- Target customers: U.S. federal government agencies (B2G)
- Mission: “Simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources” — combining cutting-edge technology with world-class personnel to solve complex public-sector challenges

## Products & Services
- **Staffing**: Full-time, part-time, contract, and temp placements for legal, IT, software engineering, document review, data management, network management, help desk, and project management roles.
- **Technology Solutions**: Cloud services, data processing & hosting, IT infrastructure & operations, software development, eDiscovery platforms (e.g., Veritas, Relativity), and cybersecurity (ISO 27001 certified).
- **Consulting & Project Management**: Agile project management, business process design, analytics/dashboarding, and strategic advisory for government modernization.
- **Training & Support**: Custom training programs and ongoing technical support for deployed solutions.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private company)
- **Key Metric**: Headcount of 46 employees (+119% year-over-year); active job postings exceed 3,900 (+2,452% year-over-year), signaling rapid scaling.
- **Notable Investors/Partners**: Sister company Contact Discovery Services LLC; strategic partnerships with technology vendors (e.g., Microsoft Azure, AWS, ServiceNow, Veritas). No external funding rounds publicly reported.
- **Growth Signals**: Massive surge in hiring (3,905 open positions), strong LinkedIn follower growth (+69.8% yearly to 169K), and expansion into multiple office locations (Washington, DC; San Francisco, CA; remote/hybrid roles).

## Competitive Advantages
- **Government-First Focus**: Entirely dedicated to federal contracting, with deep understanding of agency compliance, security requirements, and procurement processes.
- **ISO 27001 Certification**: Demonstrated commitment to information security management, a critical differentiator for government work.
- **Bicoastal Presence**: Headquarters in Washington, DC (proximity to federal clients) and a San Francisco office (access to tech talent and innovation).
- **Integrated Service Model**: Offers a full spectrum from staffing to technology implementation and project management, providing end-to-end solutions.

## Strategic Focus
- **Scaling Rapidly**: Aggressively hiring across IT, legal, and consulting roles to meet growing government demand.
- **Technology Modernization**: Helping agencies replace legacy systems with cloud, automation, and data-driven solutions.
- **eDiscovery & Legal Services**: Expanding its strong foothold in electronic discovery and document review through its partnership with Contact Discovery Services.

## Why Work Here
- **Mission-Driven Culture**: Employees work on meaningful problems that directly improve government efficiency and public service.
- **Growth Opportunities**: With explosive headcount and job posting growth, early hires have significant room for advancement.
- **Benefits Package**: Health, dental, vision, life insurance, 401k, flexible spending accounts, paid time off, and 11 federal holidays.
- **Work Arrangements**: Mix of on-site (primarily DC), hybrid, and remote roles depending on the position; recent postings include remote-friendly options.
- **Engineering & Tech Culture**: Emphasis on cutting-edge tools (cloud, AI, automation) and agile methodologies, appealing to technologists who want to apply their skills in the public sector.

## Sources
1. [LinkedIn Company Profile](https://linkedin.com/company/contact-government-services-cgs)
2. [CGS Federal About Page](https://cgsfederal.com/about/)
3. [CGS Federal Careers Page](https://cgsfederal.com/join-our-team/)
4. [CGS Federal Staffing Page](https://cgsfederal.com/staffing/)
5. [CGS Federal Job Board (Lever)](https://jobs.lever.co/cgsfederal)

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