IT Support Technician

CGI•Various, VA

12d•$14•Onsite

About The Position

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 i where you will be part of the team that ensures that CGI members and clients across the US have the technology, they need to complete their work. In this role, you will be supporting internal end users and external clients on a day-to-day basis by troubleshooting incoming support contacts through phone and email, imaging and deploying workstations, as well as tracking and managing hardware assets. The candidate is expected to participate in continuous process improvement as well as use their experience to enhance CGI's ability to offer exceptional customer support. This role can be onsite at one of the following locations: Lebanon, VA; Troy, AL or Belton, TX. Your future duties and responsibilities: This role supports incoming phone calls in a typical Service Desk environment. Candidates will be taking incoming phone calls from internal and external customers during an 8–10-hour shift. The US Service Desk is a 24x7 working environment and shifts can include evenings, nights and weekends. Track, support, and monitor IT support requests to full resolution in a timely manner Act as the first line of support for end users by taking incoming phone calls, emails and chat The candidate will be responsible for resolving any issues with end user equipment and systems, which may involve dealing with vendors, end-users, other CGI support groups, and corporate management The position will require a proactive approach including recommendations for improvements where necessary and reasonable

Requirements

High school or GED will be considered with technical training and/or equivalent work
Minimum 1-3 years of experience working in an IT support role or Call Center environment
Knowledge of desktop operating systems, various software applications, hardware, networking and, internet technologies
Exceptional attention to detail is required
Pro-active/self-starter – must be able to work independently and in a team environment
Experience documenting technical information into a knowledgebase and/or process documentation
Ability to effectively communicate both verbally and written with customers, team members, and management
Must be dedicated to the role: punctual, self-confident and completely dependable
Fast learner with a passion for technology
Must be able to successfully complete a government background investigation

Responsibilities

Supports incoming phone calls in a typical Service Desk environment.
Candidates will be taking incoming phone calls from internal and external customers during an 8–10-hour shift.
Track, support, and monitor IT support requests to full resolution in a timely manner
Act as the first line of support for end users by taking incoming phone calls, emails and chat
Responsible for resolving any issues with end user equipment and systems, which may involve dealing with vendors, end-users, other CGI support groups, and corporate management
Proactive approach including recommendations for improvements where necessary and reasonable