Help Desk Analyst - U.S. Citizenship Required

CGI•Fairfax, VA

6d•Hybrid

About The Position

CGI Federal has an exciting opportunity for a Help Desk & Change Management Analyst to support a cloud-based shared services solution delivering cybersecurity capabilities to more than 65 government agencies. This role offers the chance to work in a fast-paced environment, support a diverse customer base, and collaborate closely with cross-functional teams. The analyst will manage a wide range of user inquiries, support incident, request, change, and configuration workflows, and help ensure a high-quality support experience. This position is located in one of CGI Federal's offices in Fairfax, VA or Lafayette, LA; however, a hybrid working model is acceptable. You will be required to work in a CGI Federal office two days per week.

Requirements

Due to the nature of the government contract requirements and/or clearance requirements, US citizenship is required as well as successful passing of CGI background check prior to beginning work.
Ability to obtain and maintain a DHS/CISA EOD/Public Trust clearance.
Strong interpersonal skills and a customer-focused mindset.
Clear and effective verbal and written communication skills.
Ability to collaborate successfully across teams.
Experience supporting an IT service desk or help desk environment.

Nice To Haves

Additional experience in an IT service/help desk setting.
Experience supporting shared-service or enterprise-scale applications.
Familiarity with cybersecurity tools and terminology.
Exposure to ServiceNow or similar ITSM platforms.
Understanding of change and configuration management practices.
Bachelor’s degree or equivalent experience.

Responsibilities

Respond to end-user inquiries—including calls, emails, and self-service tickets—and resolve or escalate issues as needed.
Create, update, and monitor ServiceNow tickets.
Use Knowledge Base articles to research, analyze, and resolve customer requests.
Complete documentation, paperwork, and data entry required for support activities.
Produce routine ServiceNow reports for internal and external stakeholders.
Contribute to new Knowledge Base content and related documentation.
Support change and configuration management processes.
Collaborate with cross-functional teams to ensure efficient issue resolution and ongoing service improvement.