Mid-level Service Desk Technician

CGI•Herndon, VA

2d•Hybrid

About The Position

CGI is seeking a client-focused, solutions-driven IT Service Desk / Desktop Support Specialist to join our technology team. This role is ideal for a proactive professional who thrives in a fast-paced environment, enjoys solving technical challenges, and is passionate about delivering exceptional end-user support. This role is located at a client site in Herndon, VA. A hybrid working model is acceptable. Your future duties and responsibilities: . Demonstrate the following competencies: Customer Focus, Optimize Work Processes, Collaborates, Communicates Effectively, and Be Open and Authentic. . Support remote users using laptops, home-based broadband networks, VPN access, and all associated applications. . Support set up and configuration of all mobile devices including tablets and cell phones. . Provide incident resolution and support for email, web, FTPS, printers, phones, and internal applications. . Log all service desk interactions and document issue resolution using the RemedyForce ticketing system. . Perform system imaging for initial workstation setups using BMC latest image. . Provide troubleshooting and support of all PC hardware and software, COTS, Microsoft, and in-house application systems. . Work with desktop configuration management software to ensure all desktop machines are updated and patches are applied. . Maintain and create procedures, technical support documentation, and knowledge base documents. . Maintain accurate inventory of all hardware and software resources and parts using the BMC application. . Perform initial incident analysis, troubleshooting, triage, and escalation to appropriate technical staff. . Work in tandem with Cybersecurity to remediate workstation vulnerabilities, incorporating securities best practices . Maintain excellent communication with all end users and other members of the technology department. . Demonstrate openness to new perspectives and ideas. . Build trust with internal and external stakeholders by demonstrating consistency between words and action Required qualifications to be successful in this role: . A Customer service mindset and can-do attitude. . Demonstrated ability to: Work effectively on teams. Identify problems and provide successful resolutions. Multi-task and adapt to changing priorities and procedures. Recognize, analyze, and effectively solve problems in a timely and organized manner using industry's best practices and procedures. . Proficiency working with Microsoft Office suite and other collaboration tools (Microsoft Windows (10/11), Microsoft 365). . Excellent communication skills with the ability to clearly communicate technical concepts to nontechnical people. . High level of attention to detail, strong critical thinking ability, and effective time management. . Showcase a desire to continue to learn new technologies. . Experience with the following software and/or tools: BMC Remedyforce (or equivalent ticketing-based system) Active Directory and Microsoft Entra ID (Azure Active Directory) Microsoft Authenticator Remote Help . Patch MyPC & Intune Other Information: CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $58,000.00 - $123,800.00. CGI's benefits are offered to eligible professionals on their first day of employment to include: . 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 #LI-JN2 Skills: Incident Management What you can expect from us: Together, as owners, let’s turn meaningful insights into action. Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction. Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise. You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons. Come join our team—one of the largest IT and business consulting services firms in the world. Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business. CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at [email protected] . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned. We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members. All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances. CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.

Requirements

A Customer service mindset and can-do attitude.
Demonstrated ability to: Work effectively on teams. Identify problems and provide successful resolutions. Multi-task and adapt to changing priorities and procedures. Recognize, analyze, and effectively solve problems in a timely and organized manner using industry's best practices and procedures.
Proficiency working with Microsoft Office suite and other collaboration tools (Microsoft Windows (10/11), Microsoft 365).
Excellent communication skills with the ability to clearly communicate technical concepts to nontechnical people.
High level of attention to detail, strong critical thinking ability, and effective time management.
Showcase a desire to continue to learn new technologies.
Experience with the following software and/or tools: BMC Remedyforce (or equivalent ticketing-based system) Active Directory and Microsoft Entra ID (Azure Active Directory) Microsoft Authenticator Remote Help . Patch MyPC & Intune

Responsibilities

Demonstrate the following competencies: Customer Focus, Optimize Work Processes, Collaborates, Communicates Effectively, and Be Open and Authentic.
Support remote users using laptops, home-based broadband networks, VPN access, and all associated applications.
Support set up and configuration of all mobile devices including tablets and cell phones.
Provide incident resolution and support for email, web, FTPS, printers, phones, and internal applications.
Log all service desk interactions and document issue resolution using the RemedyForce ticketing system.
Perform system imaging for initial workstation setups using BMC latest image.
Provide troubleshooting and support of all PC hardware and software, COTS, Microsoft, and in-house application systems.
Work with desktop configuration management software to ensure all desktop machines are updated and patches are applied.
Maintain and create procedures, technical support documentation, and knowledge base documents.
Maintain accurate inventory of all hardware and software resources and parts using the BMC application.
Perform initial incident analysis, troubleshooting, triage, and escalation to appropriate technical staff.
Work in tandem with Cybersecurity to remediate workstation vulnerabilities, incorporating securities best practices
Maintain excellent communication with all end users and other members of the technology department.
Demonstrate openness to new perspectives and ideas.
Build trust with internal and external stakeholders by demonstrating consistency between words and action