IT Support Technician

Position Description:

Great opportunity to take the next step in your IT career and join a global leader in federal technology services. CGI Federal is seeking a motivated customer-focused Service Desk professional with strong technical and troubleshooting skills to support our dynamic cloud computing environment.
Our Service Desk team provides critical support across multiple U.S. Government and commercial contracts assisting customers with infrastructure-related issues in a fast-paced evolving environment. The ideal candidate is an excellent communicator who can translate technical concepts into clear actionable guidance and thrives in a collaborative team setting.
This role offers exposure to industry-leading tools hands-on experience with modern cloud technologies and opportunities to grow within a large forward-looking organization committed to innovation and partner development.
Working hours for this position are Monday through Friday 6 AM to 3 PM CST with training scheduled 8 AM to 5 PM CST.
This position is located in our Lafayette LA office; however a hybrid working model is acceptable.

Your future duties and responsibilities:

. Provide Tier 12 cloud infrastructure support resolving incidents and requests at first contact whenever possible.
. Troubleshoot access and credential issues including password resets account lockouts SSO and MFA.
. Manage and update all assigned service tickets daily ensuring accurate documentation proper categorization and timely escalation when needed.
. Process user access requests across various systems in alignment with security and compliance requirements.
. Log all customer interactions and system activities in the Service Desk ticketing system with clear complete detail.
. Use incident management and monitoring tools to analyze triage and resolve technical issues.
. Communicate clearly and professionally with customers peers and leadership in both verbal and written form.
. Identify trends recurring issues and blockers; escalate appropriately and in a timely manner.
. Contribute to knowledge base content including FAQs troubleshooting steps and lessons learned.
. Recommend process improvements for Service Desk efficiency and workflows.
. Support team operations onboarding activities and shift tasks as required.
. Perform other duties as assigned.

Required qualifications to be successful in this role:

. Associates degree
. Three (3) years of relevant professional experience in a technical customer support or service desk environment.
(Relevant experience includes hands-on IT troubleshooting use of ticketing systems incident analysis and resolution customer service in a technical setting)
. Demonstrate experience providing end-user and customer support in a fast-paced technical environment.
. Strong customer service skills with the ability to communicate clearly professionally and empathetically.
. Working knowledge of Microsoft Active Directory and common account access and authentication workflows.
. Proven ability to troubleshoot and resolve a wide range of technical issues.
. Solid time-management skills with the ability to prioritize and manage multiple tasks concurrently.
. Strong sense of ownership accountability and follow-through on assignments.
. Understanding of Service Desk processes lifecycle and best practices.

Desired qualifications/non-essential skills required:
. Hands on familiarity with ServiceNow or similar ITSM tools.
. Knowledge of Multi Factor Authentication (MFA) support scenarios.
. Understanding of ITIL Foundation principles.
. Working knowledge of SharePoint Online.
. Experience with Microsoft Teams.
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 $34900.00 - $69600.00.
CGI Federals benefits are offered to eligible professionals on their first day of employment to include:
Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees up to a maximum for their job category
401(k) Plan and Profit Participation for eligible professionals
Additional benefits determined by your Service Contract Act:
Paid Time Off (PTO)
Paid Federal Holidays
Health & Welfare Benefits

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Skills:

• Active Directory
• English
• Service Desk
• Cloud Computing
• MS SharePoint
• ServiceNow

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.