IT Support Technician

CGI • Lafayette, LA

20d • Hybrid

About The Position

Great opportunity to take the next step in your IT career and join a global leader in federal technology services. CGI Federal is seeking a motivated, customer-focused Service Desk professional with strong technical and troubleshooting skills to support our dynamic cloud computing environment. Our Service Desk team provides critical support across multiple U.S. Government and commercial contracts, assisting customers with infrastructure-related issues in a fast-paced, evolving environment. The ideal candidate is an excellent communicator who can translate technical concepts into clear, actionable guidance and thrives in a collaborative team setting. This role offers exposure to industry-leading tools, hands-on experience with modern cloud technologies, and opportunities to grow within a large, forward-looking organization committed to innovation and partner development.

Requirements

• Associates degree
• Three (3) years of relevant professional experience in a technical, customer support, or service desk environment. (Relevant experience includes hands-on IT troubleshooting, use of ticketing systems, incident analysis and resolution, customer service in a technical setting)
• Demonstrate experience providing end-user and customer support in a fast-paced technical environment.
• Strong customer service skills with the ability to communicate clearly, professionally, and empathetically.
• Working knowledge of Microsoft Active Directory and common account, access, and authentication workflows.
• Proven ability to troubleshoot and resolve a wide range of technical issues.
• Solid time-management skills with the ability to prioritize and manage multiple tasks concurrently.
• Strong sense of ownership, accountability, and follow-through on assignments.
• Understanding of Service Desk processes, lifecycle, and best practices.

Nice To Haves

• Hands on familiarity with ServiceNow or similar ITSM tools.
• Knowledge of Multi Factor Authentication (MFA) support scenarios.
• Understanding of ITIL Foundation principles.
• Working knowledge of SharePoint Online.
• Experience with Microsoft Teams.

Responsibilities

• Provide Tier 1–2 cloud infrastructure support, resolving incidents and requests at first contact whenever possible.
• Troubleshoot access and credential issues, including password resets, account lockouts, SSO, and MFA.
• Manage and update all assigned service tickets daily, ensuring accurate documentation, proper categorization, and timely escalation when needed.
• Process user access requests across various systems in alignment with security and compliance requirements.
• Log all customer interactions and system activities in the Service Desk ticketing system with clear, complete detail.
• Use incident management and monitoring tools to analyze, triage, and resolve technical issues.
• Communicate clearly and professionally with customers, peers, and leadership in both verbal and written form.
• Identify trends, recurring issues, and blockers; escalate appropriately and in a timely manner.
• Contribute to knowledge base content, including FAQs, troubleshooting steps, and lessons learned.
• Recommend process improvements for Service Desk efficiency and workflows.
• Support team operations, onboarding activities, and shift tasks as required.
• Perform other duties as assigned.

Benefits

• 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 professionals
• Paid Time Off (PTO)
• Paid Federal Holidays
• Health & Welfare Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree