Help Desk Specialist, Mid-Level TS/SCI with Poly REQUIRED

Help Desk Specialist, Mid-Level TS/SCI with Poly REQUIRED

Position Description
CGI Federal has an exciting opportunity for a Help Desk Specialist within our Intel sector advancing the national security mission through cutting edge technology. You must have a passion for keeping pace with rapidly evolving technology advancements and leveraging your knowledge on a highly collaborative team to deliver state-of-the-art capabilities.

You will be responsible for providing technical support to users, acting as the first point of contact for troubleshooting hardware, software, and network issues. In essence, your responsibilities will include diagnosing problems, offering solutions, and escalating complex issues to higher-level support teams, documenting issues, maintaining records, and contributing to knowledge bases.

CGI Federal is growing its high-performance team whose members share a passion for building high-quality, scalable, advanced IT solutions in a collaborative, fast-paced, outcome-driven mission.

This position is located in our Arlington office; however, a hybrid working model is acceptable.

Your future duties and responsibilities
• First Point of Contact: Responding to user inquiries via phone, email, or chat.
• Troubleshooting: Diagnosing and resolving technical issues related to hardware, software, and network connectivity. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.
• Problem-solving: Guiding users through step-by-step solutions and providing clear instructions. Operates with appreciable latitude in developing methodology and presenting solutions to problems.
• Escalation: Identifying and escalating complex issues to the appropriate support team.
• Documentation: Recording and tracking issues, solutions, and user interactions in a ticketing system.
• Knowledge Base: Contributing to the development and maintenance of a knowledge base for common issues.
• Customer Service: Providing excellent customer service and maintaining a positive attitude.
• Hardware/Software Support: Assisting with the installation, configuration, and troubleshooting of hardware and software.
• Training: Providing basic training to users on new systems or software.
• Follow-up: Ensuring timely and effective resolution of user issues and providing follow-up support.

Required qualifications to be successful in this role
• Mid-Level - 6 years' direct experience
• Education: In addition, shall possess a Master’s degree in an area related to the labor category from a college or university accredited by an agency recognized by the U.S. Department of Education or have Bachelor’s degree related to the labor category from a college or university accredited by an agency recognized by the U.S. Department of Education and an additional 2 years of related senior experience, for a total of 10 years, as a substitute to the Master’s degree.
• Security Clearance: TS/SCI with CI Poly
• Required: Demonstrated experience serving customers who need technical assistance via phone or e-mail; troubleshooting, diagnosing, and resolving technical hardware and/or software issues, and providing quick resolution and customer service.
• Highly Desired: Demonstrated experience working help desk issues in a classified environment, excellent oral and written communication skills.
• Leadership: Functions as a technical expert across multiple project assignments. May supervise others.
• Technical: Strong knowledge of computer hardware, software, and networks.
• Troubleshooting: Ability to diagnose and resolve technical issues effectively.
• Communication: Excellent verbal and written communication skills to explain technical information clearly.
• Customer Service: Ability to provide excellent customer service and maintain a positive attitude.
• Problem-solving: Ability to analyze problems and find effective solutions.
• Time Management: Ability to prioritize tasks and manage time effectively.
• Patience: Ability to remain calm and patient when dealing with frustrated users.

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 $69,700.00 - $150,800.00.

CGI Federal's 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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Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll 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. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll 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.

You’ll shape your career by joining a company built to grow and last. You’ll 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 team—one 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 [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. 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 CGI’s legal duty to furnish information.