IT Support Tech

CGI•Lafayette, LA

1d•Hybrid

About The Position

CGI Federal is seeking an experienced, self-motivated Service Desk professional with broad technical skills to support our technical environments. The Service Desk provides technical and troubleshooting assistance related to the support of all hardware and software used by our members. Individuals in the Service Desk role must possess exceptional communication skills and be able to translate their technical knowledge into actionable direction. This position offers the opportunity to work with many of the latest tools in the industry, learn and support multiple COTS systems, providing technical support for over 6,000 members. Working hours for this position are Monday through Friday, 7 am - 4 pm EST. This position is located in our Lafayette, LA office; however, a hybrid working model is acceptable.

Requirements

Experience providing end user support and strong customer service and people skills.
Experience supporting Windows workstation configurations, all versions of Windows.
Microsoft Active Directory knowledge or experience.
Experience supporting applications in Microsoft Office Suite.
Experience providing remote desktop support.
Experience troubleshooting technical issues.
Time management skills.
Ability to manage multiple tasks simultaneously.
Consistently taking ownership and accountability of assignments.
Understanding of the service desk lifecycle and processes.
HS degree and at least 2 years of experience.

Nice To Haves

Microsoft Teams knowledge and support experience.
Experience supporting Mobile Device Management Software.
Multi Factor Authentication support.
Understanding of ITIL 4 Foundation.

Responsibilities

Provide Tier 1 user support to all CGI Federal members.
Provide primary support coverage during assigned shifts by the successful and timely handling of all inbound issues received from all sources.
Address Member requests received from all sources working to resolve tickets at first contact.
Address credential issues related to password resets, account lockouts, Single Sign On, and any other access method.
Diagnose, troubleshoot, and resolve general workstation issues related to hardware and software.
Accurately enter all customer and system interactions into Service Desk ticketing system and ensure correct routing and communication of escalated events.
Other duties as assigned.