Help Desk Specialist
Help Desk Specialist
Category: Service Desk / End User Services
Main location: United States, Virginia, Lebanon
Position ID: J0923-0399
Employment Type: Full Time
Do you have a proven interest in information technology and business and a passion for learning? Are you a go-to problem solver that is motivated to make an impact by providing excellent quality customer service for our clients?
If so, come be part of building one of the largest independent technology and business services firms in the world. 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. Join our team of professionals in our Lebanon, VA office where you will be working with the United States Agency for International Development (USAID); we support missions that foster national security, foreign relations and resilient democratic societies. As a Help Desk Specialist, you will be supporting end users on a day-to-day basis by troubleshooting incoming support contacts through email, phone, or video conferencing. While your direct team varies in size from 8 to 16 functional support analysts, you are part of a much larger network of integrated O&M and implementation teams that support financial systems operations across USAID.
CGI provides a unique culture that gives you the freedom to innovate, to make decisions, and chart your own career!
Your future duties and responsibilities:
• Support End-Users: Provide effective client support by answering questions, identifying process or software issues, determining and implementing solutions, documenting resolutions, and communicating guidance to end users in a fast pace environment.
o Provide Tier 1 and 2 level support via email, over the phone, or by video conference to users world-wide
o Monitor the request queue and decipher requests to determine the appropriate approach to resolve or if a transfer/escalation to team leads or another team is appropriate
o Thoroughly document issues and resolutions/workarounds, providing step-by-step guidance with screenshots when necessary
o Complete requests in a timely manner following established Help Desk policies and procedures
o Maintain high satisfaction ratings on Help Desk surveys
o Develop positive relationships with users/clients
o Communicate status, issues and risks to the Help Desk Lead in a timely manner
• Support Team Operations: Assist other areas of operation as needed. Examples include:
o Supporting Production Operations activities (e.g., recurring processes, issue testing, system testing)
o Assisting with project administrative tasks (e.g., onboarding, tracking training completions)
o Helping train new team members
o Creating user guidance or training material
Hours of Support are 7am-5pm EST. 8 hour rotating shifts (7am – 3pm / 9am – 5pm)
Minimal annual travel to Washington, D.C. required for badging/renewals.
Required qualifications to be successful in this role:
An interim Secret clearance is required to begin working onsite with our client, and a Secret clearance must be maintained throughout the project duration. Due to the nature of the government contract requirements and/or clearance requirements, US citizenship is required.
• Associates degree with preferred studies in the following (e.g., STEM, Business, Computer Science, Economics, Accounting/Finance, IS/IT)
• 3+ years of relevant experience (e.g., help desk, application/software support, client/customer support)
• Strong analytical problem solving skills
• Excellent interpersonal skills including the ability to work with diverse personality types
• Ability to effectively communicate both verbally and written with customers, team members, and management
• Pro-active/self-starter – must be able to work independently and in a team environment
• Exceptional attention to detail is required
• Must be dedicated to the role: punctual, self-confident and completely dependable
• Fast learner with a passion for technology
• Experience with a Help Desk Ticketing System (ServiceNow, Atlassian, Salesforce, etc.)
• Experience with Call Center Phone Software (Cisco, etc)
• Experience with developing and delivering end-user training material (FAQs, QRGs, etc)
• Experience working in an Agile-based environment or understanding of the software lifecycle and/or Agile development methodologies
• Strong technical and troubleshooting techniques
• 1+ Years of Experience in working with SQL, Python, Java, HTML or CSS
• Basic knowledge of accounting principles
“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 and 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 is $55,000 - $65,000.”
- Help Desk/IT Services
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, 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 requisition number 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 requisition number 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.