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IT Support Tech
Category: Service Desk / End User Services
Main location: United States, Louisiana, Lafayette
Position ID:J0826-0113
Employment Type: Full Time
U.S. - Work-life flexibility
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Position Description:
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
Required qualifications to be successful in this role:
. 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
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
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Skills:

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

What you can expect from us:
Together, as owners, let's turn meaningful insights into action.
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.
Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.
CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com. You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.
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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.
CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI's legal duty to furnish information.
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CGI is an Equal Opportunity Employer, to include disability and protected veteran status; we are committed to compliance with U.S. laws and regulations. Click here to access an overview of our U.S. Equal Employment Opportunity and Anti-Harassment Policy.
Applicants have rights under Federal Employment Laws:

1. EPPA
2. FMLA
3. Know Your Rights: Workplace Discrimination is Illegal
4. Pay Transparency Statement Policy

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com. You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.
We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.