Help Desk Analyst - U.S. Citizenship Required

CGI•Fairfax, VA

2d•$79,600 - $194,000•Hybrid

About The Position

CGI is seeking a driven Help Desk & Change Management Analyst to join the team powering a next‑generation, cloud-based cybersecurity shared service supporting more than 65 government agencies. In this fast-paced environment, you’ll be at the center of user support, service operations, and cross-team collaboration—helping ensure a smooth, secure, high-quality experience for a diverse customer community. 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

U.S. Citizenship Required
Strong interpersonal skills and a customer-first mindset.
Clear written and verbal communication skills.
Ability to work collaboratively across teams.
Experience supporting an IT service desk or help desk.

Nice To Haves

Additional service desk or IT support experience.
Experience with shared service or enterprise-scale applications.
Familiarity with cybersecurity concepts.
Exposure to ServiceNow or similar ITSM tools.
Understanding of change and configuration management practices.
Bachelor’s degree or equivalent experience.

Responsibilities

Respond to user inquiries via phone, email, and self-service tickets; resolve or escalate as needed.
Create, update, and track ServiceNow tickets.
Use the Knowledge Base to research and resolve customer issues.
Complete documentation and data entry for support activities.
Generate periodic ServiceNow reports for stakeholders.
Contribute to Knowledge Base content development.
Support routine change and configuration management processes.
Collaborate with cross-functional teams to drive efficient resolution and continuous service improvement.