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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CGI: A place to build an IT career

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 required

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:

At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 65,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at

This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans.

We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.

No unsolicited agency referrals please.

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 depending upon specific assignment, or upon any US government security clearance if required. 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.


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