CGI Federal is seeking an experienced, self motivated Service Desk professional with broad technical skills to support our technical environments. The Service Desk provides technical and troubleshooting assistance related to support of all hardware and software used by our members. Individuals in the Service Desk role must possess exceptional communication skills and be able to translate their technical knowledge into an actionable direction. This position offers the opportunity to work with many of the latest tools in the industry, learn and support multiple COTS systems, providing technical support for over 6,000 members.

Working hours for this position are Monday through Friday, 7 am 4 pm EST.

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

Your future duties and responsibilities:

. Provide Tier 1 user support to all CGI Federal members

. Provide primary support coverage during assigned shifts by the successful and timely handling of all inbound issues received from all sources

. Address Member requests received from all sources working to resolve tickets at first contact.

. Address credential issues related to password resets, account lockouts, Single Sign On, and any other access method

. Diagnose, troubleshoot, and resolve general workstation issues related to hardware and software

. Accurately enter all customer and system interactions into Service Desk ticketing system and ensure correct routing and communication of escalated events

. Other duties as assigned

Experience providing end user support and strong customer service and people skills

. Experience supporting Windows workstation configurations, all versions of Windows

. Microsoft Active Directory knowledge or experience

. Experience supporting applications in Microsoft Office Suite

. Experience providing remote desktop support

. Experience troubleshooting technical issues

. Time management skills

. Ability to manage multiple tasks simultaneously

. Consistently taking ownership and accountability of assignments

. Understanding of the service desk lifecycle and processes

. HS degree and at least 2 years of experience

Desired qualifications/non essential skills required:

. Microsoft Teams knowledge and support experience.

. Experience supporting Mobile Device Management Software

. Multi Factor Authentication support

. Understanding of ITIL 4 Foundation, * Call/Contact handling

• English
• Service Desk
• Account Mgt/Security-Technical
• Diagnostics & Resolution
• Process coordination

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 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

CGIFederalJobs

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.