Service Desk Specialist

CGI•Lafayette, LA

8d•Hybrid

About The Position

CGI is seeking a Service Desk Specialist to provide Tier 1 / Tier 2 support services for a large, enterprise wide financial management system at a federal agency. The system is built on a customized Oracle E Business Suite platform. The environment includes legacy extensions, integrated reporting tools, and interfaces with multiple internal and external systems. This position is located in our Lafayette, Louisiana office; however, a hybrid working model is acceptable. Your future duties and responsibilities: This role provides front line support for enterprise business systems with a focus on delivering efficient, accurate, and user friendly assistance. The Service Desk personnel will handle issue intake, triage, and resolution while leveraging AI enabled tools designed to streamline workflows, automate repetitive tasks, and enhance user satisfaction. The ideal candidate will bring prior service desk or help desk experience—preferably supporting Oracle E Business Suite (EBS)—along with an interest in modernizing support operations through the use of intelligent automation, machine learning–driven recommendations, and digital service enhancements. This position requires strong communication, analytical thinking, problem solving skills, and the ability to work collaboratively in a fast paced environment supporting mission critical systems.

Requirements

Associate's degree (IT, Computer Science) or completion of IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified)
Experience in Tier 1 troubleshooting: diagnosing, resolving, and documenting software/hardware issues; handling help desk tickets via phone, email, or remote tools (ERP helpdesk support experience required)
Strong interpersonal and communication skills to interview users, gather technical requirements, and translate technical issues into clear resolutions
Ability to analyze user needs, troubleshoot problems, and accurately document steps and resolutions in tracking systems compliant with SLAs
Works with supervisors and senior IT staff to escalate complex issues and support the implementation and ongoing maintenance of networked systems

Nice To Haves

Preferred experience in federal agencies or large IT environments; familiarity with financial or mission critical systems
Ability to demonstrate learning agility and readiness to adapt to new tools, systems, and processes

Responsibilities

Provide Tier 1/Tier 2 support to end users, including intake, triage, troubleshooting, and resolution of issues across enterprise business or financial applications.
Maintain detailed documentation of user issues, resolution steps, and escalation actions within standard ITSM/ITIL aligned service management tools.
Troubleshoot functional and technical issues in Oracle E Business Suite (EBS) or similar ERP platforms, with preference for candidates who have hands on experience resolving navigation, workflow, and user access problems.
Reproduce and analyze user reported issues and escalate complex items to senior technical teams or subject matter experts.
Leverage AI driven support tools (e.g., intelligent routing, automated knowledge suggestions, AI assisted chat or ticket triage) to improve service desk responsiveness and enhance user experience.
Identify opportunities where AI enabled capabilities can streamline ticket handling, reduce repetitive tasks, or improve accuracy in issue categorization and prioritization.
Contribute to continuous improvement by capturing recurring issue patterns and informing updates.