CGI Technologies and Solutions, Inc. Site Lead - End User Support in Washington, District Of Columbia

Site Lead - End User Support

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Category:Service Desk / End User Services

City:Washington, District of Columbia, United States

Position ID:J0617-1233

Employment Type:Full Time

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Position Description:

CGI Federal is currently seeking a End User Support - Site Lead to support our upcoming federal project in Washington, DC. The Program will provide End User Support and strategic Division Level Support for the Technical Support Division for Federal agencies. These efforts will aid in providing overall project management support, coordination, and outreach/communication between the Technical Support Division (TSD) Division level management and TSD employees as well as other Client Technology Services (CTS) Divisions and Customers. The staff will effectively administer, manage, and perform duties and responsibilities as required by the Government.

Your future duties and responsibilities:

• Determine and implement workstation hardware and software configurations based upon user requirements, and document this information in the automated tracking system daily

• Document service desk problem resolution procedures used by the IT Technician staff to resolve service request calls. These procedures will clearly and concisely identify the process for resolving service request calls that are resolved at the service desk area by the IT Technician staff

• Analyze, research, test, and implement IT solutions for Services Requests received via the electronic Service Desk Ticketing System from the COR or a designated representative

• Record the results of the analysis, research, testing and the proposed implementation plan into the Service Desk Ticketing System, I.E., Remedy

The End User Support – Site Lead will:

• PC’s, printers, or other hardware

• Install/reinstall COTS and/or in-house developed application software

• Optimize and configure PC operating system software and hardware

• Provide formal and informal training to users

• Provide user assistance in operation of hardware and software

• Perform hardware and software technical research. Document analysis and findings.

Required qualifications to be successful in this role:

• Bachelor’s degree in IT related field

• 5+ years of End User Support, Helpdesk Support and Remote support

• Experience in managing end user support issues

• Experience with Windows client operating systems

• Experience in managing and performing support of end user hardware, software and technologies

• Experience with direct end user customer service and interaction

• Experience reviewing ticket data and identifying trends for corrective action

• Experience working with enterprise IT ticketing tool, specifically Remedy

• Experience working in IT support federal contracting environment

• Experience supervising professionals who are located remotely across the country

• Good analytical and problem solving skills

• Good organizational and time management skills

• Experience with Video Teleconference (VTC) endpoint system

• Candidate must have an Active Public Trust clearance or the ability to obtain

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.


  • Help Desk/IT Services

  • Leadership

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