Tier 2 Help Desk Specialist - Part-Time (Weekend Day Shift)

We are seeking a dedicated and experienced Tier 2 Customer Service Representative to join our helpdesk team. The ideal candidate will provide expert-level support to our clients, resolving the most complex issues and ensuring a high level of customer satisfaction. This role requires advanced technical skills, excellent communication abilities, and a commitment to delivering exceptional service.

Shift Hours: M-F / 6:00 am to 6:00 pm

Your future duties and responsibilities:

. Provide expert functional and technical support to clients via phone, email, and chat.

. Troubleshoot and resolve the most complex customer issues in a timely and efficient manner.

. Serve as the escalation point for unresolved issues from Tier 2 support or other teams.

. Document all customer interactions and issue resolutions in the helpdesk ticketing system.

. Collaborate with Tier 1 and Tier 2 support representatives to ensure seamless service delivery.

. Maintain up-to-date knowledge of company products, services, and support policies.

. Assist in the development and implementation of advanced support documentation and training materials.

. Participate in ongoing training and professional development opportunities.

. Participate in rotation to provide 24/7 support.

. Maintain the security and integrity of sensitive information as per client's needs.

. Maintains ownership of Incidents, ensuring status update and resolution according to SLAs.

High school diploma or equivalent; associate or bachelor's degree in a related field preferred.

. Minimum of 4 years of experience in a customer service or technical support role, with at least 2 years in a Tier 2 or higher position.

. Advanced technical troubleshooting skills and the ability to learn new technologies quickly.

. Excellent verbal and written communication skills.

. Ability to work independently and as part of a team.

. Strong organizational skills and attention to detail.

. Proficiency with helpdesk ticketing systems and customer relationship management (CRM) software - ServiceNow ITSM preferred.

. Experience with cloud infrastructure-based IT systems, with a preference for Google Cloud and Kubernetes.

. Experience with DevSecOps concepts and practices.

. Excellent troubleshooting and problem-solving skills.

. Strong communication and interpersonal skills.

. Ability to pass a clearance to access Sensitive Unclassified Information/Controlled Unclassified Information, * Call/Contact handling

• Help Desk/IT Services
• Local Problem Management
• Process coordination
• Customer Service & Support

CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $42,600.00 - $77,400.00.

CGI Federal's benefits are offered to eligible professionals on their first day of employment to include:

. Competitive compensation

. Comprehensive insurance options

. Matching contributions through the 401(k) plan and the share purchase plan

. Paid time off for vacation, holidays, and sick time

. Paid parental leave

. Learning opportunities and tuition assistance

. Wellness and Well-being programs

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because... You are invited to be an owner from day 1 as we work together to bring our Dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction. Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise. You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons. Come join our team-one of the largest IT and business consulting services firms in the world.