IT Support Technician Tier 1
Location
Lafayette, LA | United States
Job description
IT Support Technician Tier 1
Position Description
CGI Federal is seeking an experienced, self-motivated Service Desk professional with broad technical skills to support our technical environments. The Service Desk provides technical and troubleshooting assistance related to support of all hardware and software used by our members. Individuals in the Service Desk role must possess exceptional communication skills and be able to translate their technical knowledge into an actionable direction. This position offers the opportunity to work with many of the latest tools in the industry, learn and support multiple COTS systems, providing technical support for over 6,000 members.
Working hours for this position are Monday through Friday, 7 am-4 pm EST.
Your future duties and responsibilities
• Provide Tier 1 user support to all CGI Federal members
• Provide primary support coverage during assigned shifts by the successful and timely handling of all inbound issues received from all sources
• Address Member requests received from all sources working to resolve tickets at first contact.
• Address credential issues related to password resets, account lockouts, Single Sign On, and any other access method
• Diagnose, troubleshoot, and resolve general workstation issues related to hardware and software
• Accurately enter all customer and system interactions into Service Desk ticketing system and ensure correct routing and communication of escalated events
• Other duties as assigned
Required qualifications to be successful in this role
• Experience providing end user support and strong customer service and people skills
• Experience supporting Windows workstation configurations, all versions of Windows
• Microsoft Active Directory knowledge or experience
• Experience supporting applications in Microsoft Office Suite
• Experience providing remote desktop support
• Experience troubleshooting technical issues
• Time management skills
• Ability to manage multiple tasks simultaneously
• Consistently taking ownership and accountability of assignments
• Understanding of the service desk lifecycle and processes
• HS degree and at least 2 years of experience
Desired:
• Microsoft Teams knowledge and support experience.
• Experience supporting Mobile Device Management Software
• Multi Factor Authentication support
• Understanding of ITIL 4 Foundation
Let’s talk about 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
• Member assistance and wellness programs
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 $27,600-$45,600.
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Insights you can act on While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.
When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees “members” because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today — one of the world’s largest independent providers of IT and business consulting services.
At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.
Ready to become part of our success story? Join CGI — where your ideas and actions make a difference.
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, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics.
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 .
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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. 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.
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