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# Help Desk Analyst - U.S. Citizenship Required

- **Company:** CGI Technologies and Solutions, Inc.
- **Location:** Fairfax, VA, United States
- **Salary:** $79,600.0
- **Contract:** Permanent contract
- **Skills:** Configuration Management, Security Software, Working Model 2D, Servicenow
- **Published:** July 16, 2026
- **Apply:** https://dejobs.org/x/x/9BAF7A73E1724046ADFC56AF907A3A06/job/

## About the Role

* Due to the nature of the government contract requirements and/or clearance requirements, US citizenship is required as well as successful passing of CGI background check prior to beginning work. In addition, candidates must have ability to obtain and maintain a DHS/CISA EOD/Public Trust clearance.

 * Strong interpersonal skills and a customer-focused mindset.

 * Clear and effective verbal and written communication skills.

 * Ability to collaborate successfully across teams.

 * Experience supporting an IT service desk or help desk environment.

Desired qualifications:

 * Additional experience in an IT service/help desk setting.

 * Experience supporting shared-service or enterprise-scale applications.

 * Familiarity with cybersecurity tools and terminology.

 * Exposure to ServiceNow or similar ITSM platforms.

 * Understanding of change and configuration management practices.

 * Bachelor's degree or equivalent experience., * Incident Management
 * Service Desk
 * Change Management (T1)
 * Cyber
 * Problem Management

## Description

CGI has an exciting opportunity for a Help Desk & Change Management Analyst to support a cloud-based shared services solution delivering cybersecurity capabilities to more than 65 government agencies. This role offers the chance to work in a fast-paced environment, support a diverse customer base, and collaborate closely with cross-functional teams. The analyst will manage a wide range of user inquiries, support incident, request, change, and configuration workflows, and help ensure a high-quality support experience.

This position is located in one of CGI Federal's offices in Fairfax, VA or Lafayette, LA; however, a hybrid working model is acceptable. You will be required to work in a CGI Federal office two days per week.

Your future duties and responsibilities:

 * Respond to end-user inquiries-including calls, emails, and self-service tickets-and resolve or escalate issues as needed.

 * Create, update, and monitor ServiceNow tickets.

 * Use Knowledge Base articles to research, analyze, and resolve customer requests.

 * Complete documentation, paperwork, and data entry required for support activities.

 * Produce routine ServiceNow reports for internal and external stakeholders.

 * Contribute to new Knowledge Base content and related documentation.

 * Support change and configuration management processes.

 * Collaborate with cross-functional teams to ensure efficient issue resolution and ongoing service improvement.


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