CGI Technologies and Solutions, Inc. Tier 3 Helpdesk Support in Arlington, Virginia

Tier 3 Helpdesk Support

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Category:Service Desk / End User Services

City:Arlington, Virginia, United States

Position ID:J0617-1151

Employment Type:Full Time

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Position Description:

CGI is looking for an experienced resource to provide Tier 3 Help Desk support to join our Federal Business Unit to support a Federal Client in Arlington, VA. The successful candidate will support various projects within the Federal government and work on a team supporting an extensive application portfolio.

Your future duties and responsibilities:

• Support components such as desktop components, server components, and wireless services and support components / Address user tickets regarding hardware, software and networking.

Provide maintenance support for project equipment and laptops testing.

• Provide Help Desk Tier 3 support and as needed support to the Help Desk in the resolution of Tier 1 tickets.

• Assist the customer to properly shutdown and move all equipment (e.g., servers, test laptops), as needed.

• Walk customers through installing applications and computer peripherals

• Ask targeted questions to diagnose problems

• Guide users with simple, step-by-step instructions

• Conduct remote troubleshooting

• Test alternative pathways until the issue is resolved

• Customize desktop applications to meet user needs

• Record technical issues and solutions in logs

• Direct unresolved issues to the next level of support personnel

• Follow up with clients to ensure their systems are functional

• Report customer feedback and potential product requests

• Create and maintain technical documentation and manuals

• Coordinate with management, other business groups, departments, and IT staff

Required qualifications to be successful in this role:

• 3-5+ years of experience with desktop application environment and network troubleshooting

• Strong written and oral communication skills, with the ability to engage in a self-directed fashion

• Experience developing and managing deployment life-cycles using Microsoft TFS and related tools

• US Citizenship required with ability to successfully obtain mid-level, agency specific security clearance (e.g., no bankruptcies within the last 26 years and no criminal record)

  • Bachelor's degree preferred.

Desired qualifications:

  • Microsoft Office Specialist

  • Microsoft Certified Professional

  • Experience with Microsoft Team Foundation Server (TFS)

  • Experience with MVC framework, JQuery, Angular

  • Knowledge of and experience with Agile practices including Scrum, Kanban, and TDD

  • Prior cross-functional team experience

What you can expect from us:

Build your career with us.

It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities.

At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

Learn more about CGI at

No unsolicited agency referrals please.

CGI is an equal opportunity employer.

Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, gender Identity, sexual orientation, national origin, age, disability, veteran status, pregnancy, or other status protected by law. 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.


  • Help Desk/IT Services

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