CGI Group - Washington, MA

posted 26 days ago

Full-time - Entry Level
Washington, MA
Professional, Scientific, and Technical Services

About the position

CGI Federal is currently looking for a Service Desk Analyst with active Top-Secret clearance to support a large project for a federal government client. The Service Desk Analyst will provide IT support via phone, email, and chat, our team is comprised of dynamic, passionate people with a focus customer service while providing IT support to diagnose, troubleshoot and resolve IT issues on 1st contact. This position will be based in Washington, DC area.

Responsibilities

  • Monitor and control electronic computer and peripheral electronic data processing equipment to process business, scientific, engineering, and other data according to operating instructions including customer service requests.
  • Troubleshoot technical issues related to hardware, software, network connectivity, and other IT systems.
  • Monitor and respond to operating and error messages.
  • May enter commands at a computer terminal and set controls on computer and peripheral devices.
  • Document technical issues and resolutions in a ticketing system and escalate issues to appropriate teams as necessary.

Requirements

  • 5 years demonstrated experience in IT support.
  • Ability to intake and triage user-reported issues by analyzing system reports and documentation.
  • Resolve user issues efficiently, offering step-by-step guidance and hands-on support.
  • Escalate complex issues to higher-level solver groups when necessary, providing as much evidence and documentation as possible.
  • Document each interaction thoroughly to maintain records for future reference.

Nice-to-haves

  • Experience with document management.
  • Familiarity with documentation in agile projects.
  • Knowledge of service validation and testing.

Benefits

  • Competitive compensation
  • Comprehensive insurance options
  • Matching contributions through the 401(k) plan and the share purchase plan
  • Paid time off for vacation, holidays, and sick time
  • Paid parental leave
  • Learning opportunities and tuition assistance
  • Wellness and Well-being programs
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