Tier 2 Help Desk Specialist - Part-Time (Weekend Day Shift)

Position Description:

We are seeking a dedicated and experienced Tier 2 Customer Service Representative to join our helpdesk team. The ideal candidate will provide expert-level support to our clients resolving the most complex issues and ensuring a high level of customer satisfaction. This role requires advanced technical skills excellent communication abilities and a commitment to delivering exceptional service.

Shift Hours: Saturday and Sunday / 6:00 am to 6:00 pm

This position is located in our San Antonio TX office; however a hybrid working model is acceptable.

Your future duties and responsibilities:

Provide expert functional and technical support to clients via phone email and chat.
Troubleshoot and resolve the most complex customer issues in a timely and efficient manner.
Serve as the escalation point for unresolved issues from Tier 2 support or other teams.
Document all customer interactions and issue resolutions in the helpdesk ticketing system.
Collaborate with Tier 1 and Tier 2 support representatives to ensure seamless service delivery.
Maintain up-to-date knowledge of company products services and support policies.
Assist in the development and implementation of advanced support documentation and training materials.
Participate in ongoing training and professional development opportunities.
Participate in rotation to provide 24/7 support.
Maintain the security and integrity of sensitive information as per clients needs.
Maintains ownership of Incidents ensuring status update and resolution according to SLAs.

Required qualifications to be successful in this role:

High school diploma or equivalent; associate or bachelors degree in a related field preferred.
Minimum of 4 years of experience in a customer service or technical support role with at least 2 years in a Tier 2 or higher position.
Advanced technical troubleshooting skills and the ability to learn new technologies quickly.
Excellent verbal and written communication skills.
Ability to work independently and as part of a team.
Strong organizational skills and attention to detail.
Proficiency with helpdesk ticketing systems and customer relationship management (CRM) software ServiceNow ITSM preferred.
Experience with cloud infrastructure-based IT systems with a preference for Google Cloud and Kubernetes.
Experience with DevSecOps concepts and practices.
Excellent troubleshooting and problem-solving skills.
Strong communication and interpersonal skills.
Ability to pass a clearance to access Sensitive Unclassified Information/Controlled Unclassified 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 $42000.00 - $76100.00.

CGI Federals 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
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Skills:

• Call/Contact handling
• Help Desk/IT Services
• Local Problem Management
• Process coordination
• Customer Service & Support

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll 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. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll 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.

Youll shape your career by joining a company built to grow and last. Youll 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 teamone 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 . 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. 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 CGIs legal duty to furnish information.