Mid-Level Helpdesk Specialist

CGI Federal is seeking a Mid-Level Helpdesk Specialist to provide technical support troubleshooting ticket resolution and end-user assistance across a major federal modernization program. This role ensures stable operations for users interacting with cloud-based systems applications data platforms and mission services. The Helpdesk Specialist works closely with engineering cloud security and operations teams to maintain a responsive high-quality support environment for all program stakeholders.

User Support & Troubleshooting

Provide technical assistance for hardware software applications and user access issues

Diagnose track and resolve trouble tickets and service requests

Support end-users with account setup permissions configuration and system navigation

Ensure timely escalation of complex issues to senior engineers or system owners

Systems & Application Support

Assist users with cloud-based applications data tools and mission systems

Troubleshoot connectivity performance authentication and configuration problems

Support operational readiness for releases updates and system changes

Document recurring issues and contribute to continuous improvement efforts

Ticketing & Documentation

Maintain accurate ticket records work logs and resolution documentation

Track support metrics response times and issue trends

Update knowledge-base articles SOPs and support guides

Ensure support documentation meets program standards

Collaboration & Communication

Work closely with engineering cloud security QA and operations teams to resolve cross-functional issues

Participate in team stand-ups sprint support activities and workflow coordination

Provide clear communication to users regarding issue status and resolution steps

Support onboarding processes for new team members and user groups

Must have an Active Top Secret Security Clearance

U.S. Citizenship

Bachelors degree and 35 years of professional experience in IT support or helpdesk operations

Experience supporting enterprise applications cloud environments or mission-critical systems

Strong troubleshooting skills with ability to diagnose technical issues across multiple layers

Familiarity with ticketing tools such as ServiceNow JIRA Remedy or similar

Excellent communication customer service and documentation skills

Preferred Qualifications

Experience supporting federal programs or secure operational environments

Understanding of cloud services authentication systems and network fundamentals

Experience supporting Agile/DevSecOps development environments

Certifications such as A Network Security or equivalent

Due to the nature of this government contract US Citizenship is required.

#CGIFederalJob
#LI-DD1
#CGIFBICareers

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.

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 CGIs legal duty to furnish information.