CGI Technologies and Solutions, Inc. Service Desk Engineer in Belton, Texas

Service Desk Engineer

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City:Belton, Texas, United States

Position ID:J0917-1037

Employment Type:Full Time

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Position Description:

This position must possess strong technical knowledge and be able to communicate effectively to understand the problem and explain its solution. Solving technical problems, providing support and resolutions, all while making sure that our customers value is maintained. The Service Desk Engineer provides support to end users on a variety of complex issues encountered by clients and team members. Support is for Tier II services. They will support a wide variety of tasks with respect to complex projects for clients within the federal government. This role provides accurate, timely, and creative solutions to end-users to improve the efficiency of services and client satisfaction.

Your future duties and responsibilities:

• Provide timely response to client requests for assistance with their network, desktop / laptop / thin client, email, internet access, remote and mobile solutions, Windows Operating System, Microsoft Office and third party applications

• Remotely access client systems to resolve reported issues

• Communicate in a friendly and courteous manner to reassure clients experiencing system difficulty, to remotely troubleshoot system problems, and to advise of progress toward resolution and completion of work

• Maintain accurate incident report details and client documentation in established ticketing system

• Troubleshoot and resolve a wide range of technical support calls within terms established in the Company’s service level agreements (SLAs)

• Occasional on-call responsibilitiesCoordinate efforts with staff associates and subject matter experts to resolve problems, log and track requests for assistance related to information systems, and provide front-lines problem-solving assistance to clients

• Maintain liaison with end users and technical staff to communicate the status of problem resolution

• Gather and log appropriate demographic data related to each request

• Diagnoses and determines urgency and severity of problem and takes independent action to resolve problem

• Escalates complex problems to appropriate technical staff or vendor support

• Ensures all problems are tracked, measured, resolved, and verified in a timely manner

• Cooperates in a team environment to promote member service and provide technical solutions

Required qualifications to be successful in this role:

• High School Education or GED

• Working knowledge of MS Office software products

• Thorough knowledge and understanding of personal computer software, MS Windows operating systems

• Strong communication and organizational skills

• Knowledge of information systems

• Strong communication skills in English (verbal, written)

• Strong customer relationship skills


List items desired for the Candidate, but not required.

• Prior professional services or federal consulting experience

• Prior experience working as a Help Desk Specialist

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.

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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.

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