IT Support Technician

Great opportunity to take the next step in your IT career and join a global leader in federal technology services. CGI Federal is seeking a motivated, customer-focused Service Desk professional with strong technical and troubleshooting skills to support our dynamic cloud computing environment.

Our Service Desk team provides critical support across multiple U.S. Government and commercial contracts, assisting customers with infrastructure-related issues in a fast-paced, evolving environment. The ideal candidate is an excellent communicator who can translate technical concepts into clear, actionable guidance and thrives in a collaborative team setting.

This role offers exposure to industry-leading tools, hands-on experience with modern cloud technologies, and opportunities to grow within a large, forward-looking organization committed to innovation and partner development.

Working hours for this position are Monday through Friday, 6 AM to 3 PM CST, with training scheduled 8 AM to 5 PM CST.

This position is located in our Lafayette, LA office; however, a hybrid working model is acceptable.

Your future duties and responsibilities:

. Provide Tier 1-2 cloud infrastructure support, resolving incidents and requests at first contact whenever possible.

. Troubleshoot access and credential issues, including password resets, account lockouts, SSO, and MFA.

. Manage and update all assigned service tickets daily, ensuring accurate documentation, proper categorization, and timely escalation when needed.

. Process user access requests across various systems in alignment with security and compliance requirements.

. Log all customer interactions and system activities in the Service Desk ticketing system with clear, complete detail.

. Use incident management and monitoring tools to analyze, triage, and resolve technical issues.

. Communicate clearly and professionally with customers, peers, and leadership in both verbal and written form.

. Identify trends, recurring issues, and blockers; escalate appropriately and in a timely manner.

. Contribute to knowledge base content, including FAQs, troubleshooting steps, and lessons learned.

. Recommend process improvements for Service Desk efficiency and workflows.

. Support team operations, onboarding activities, and shift tasks as required.

. Perform other duties as assigned.

Associates degree

. Three (3) years of relevant professional experience in a technical, customer support, or service desk environment.

(Relevant experience includes hands-on IT troubleshooting, use of ticketing systems, incident analysis and resolution, customer service in a technical setting)

. Demonstrate experience providing end-user and customer support in a fast-paced technical environment.

. Strong customer service skills with the ability to communicate clearly, professionally, and empathetically.

. Working knowledge of Microsoft Active Directory and common account, access, and authentication workflows.

. Proven ability to troubleshoot and resolve a wide range of technical issues.

. Solid time-management skills with the ability to prioritize and manage multiple tasks concurrently.

. Strong sense of ownership, accountability, and follow-through on assignments.

. Understanding of Service Desk processes, lifecycle, and best practices.

Desired qualifications/non-essential skills required:

. Hands on familiarity with ServiceNow or similar ITSM tools.

. Knowledge of Multi Factor Authentication (MFA) support scenarios.

. Understanding of ITIL Foundation principles.

. Working knowledge of SharePoint Online.

. Experience with Microsoft Teams., * Active Directory

• English
• Service Desk
• Cloud Computing
• MS SharePoint
• ServiceNow

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 $34,900.00 - $77,400.00.

CGI Federals benefits are offered to eligible professionals on their first day of employment to include

Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees, up to a maximum, for their job category

401(k) Plan and Profit Participation for eligible professionals

Additional benefits determined by your Service Contract Act

Paid Time Off (PTO)

Paid Federal Holidays

Health & Welfare Benefits

#CGIFederalJob

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.