IT Support Technical Analyst

Boston, MA

IT Support Technical Analyst

Category: Service Desk / End User Services

Main location: United States, Massachusetts, Boston

Position ID: J0124-1480

Employment Type: Full Time

Position Description:

We’re growing rapidly and are looking for a IT Support Technical Analyst. When you join us, you’ll play a key role working with customers and other stakeholders to develop and implement solutions in a complex, highly dynamic environment.

We’re a close-knit team that has access to global resources. You’ll have the opportunity to explore a wide range of industries, technologies, and geographies, all while enjoying the personal touch that our local operating approach offers.

Growth at CGI is driven by your goals, so if you’re looking for an inclusive place where you’re empowered to chart your own path, then we’d love to meet you.

Your future duties and responsibilities:

Future duties and responsibilities

Using the Information Technology Service Management suite provided, this Tier 2 support position is responsible for all aspects of customer requests and incident management

Diagnose and resolve complex desktop and peripherals related to interoperability, OS security issues, system access, passwords, and authentication

Acting as a subject matter expert (SME) across limited subject areas

Training and mentoring other service desk associates as needed

Provide phone support to end users as this role is part of an IT contact center as well email and chat channels

Required qualifications to be successful in this role:

5-8 years related work experience required in 5 plus years of Service Desk/IT Support experience supporting a large enterprise of end users in a MS Windows / MS Office environment

Must have at least three plus years acting in a more senior role in IT Support.

Advanced Knowledge of various Operating systems (OS) such as Windows 10 and MAC OS Knowledge of various mobile devices, such as: iOS and Android platforms

Knowledge of Network and IT security fundamentals

Solid experience of Citrix Systems application

Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.)

Solid experience of Microsoft Office 365

Knowledge and experience with ITSM systems such as Service Now or Remedy

May produce complex documents, perform analysis, and maintain databases

Strong communication skills (both written and oral), strong customer service, and excellent interpersonal skills with the ability to listen and understand what is being described by the end user as well as the ability to explain problem resolutions when necessary

Excellent organizational skills with the ability to handle and prioritize multiple projects

Healthcare application and healthcare industry knowledge helpful

Education and Certifications

• Bachelor’s degree in computer science or related field

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 $67,800-$130,500.

CGI anticipates accepting applications for this position through 03/25/2024.

At CGI we call our professionals “members” to reinforce that all who join our team are, as owners, empowered to participate in the challenges and rewards that come from building a world-class company. CGI’s benefits include:

• Competitive base salaries

• Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees, up to a maximum, for their job category

• 401(k) Plan and Profit Participation for eligible members

• Generous holidays, vacation, and sick leave plans

• Comprehensive insurance plans that include, among other benefits, medical, dental, vision, life, disability, out-of-county emergency coverage in all countries of employment;

• Back-up child care, Pet insurance, a Member Assistance Program, a 529 college savings program, a personal financial management tool, lifestyle management programs and more.

Skills:

  • Waterfall Model

What you can expect from us:

Insights you can act on

While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees “members” because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today — one of the world’s largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Ready to become part of our success story? Join CGI — where your ideas and actions make a difference.

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, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics.

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 USEmploymentCompliance@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! Clickhere (https://cgi-veterans.jobs/) to be directed to our site that is dedicated to veterans and transitioning service members.

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. 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.