IT Support Technician


IT Support Technician


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 positions are on two shifts: Monday through Friday, 6am to 3pm and 10am -7pm central.

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


  • Microsoft Teams knowledge and support experience.
  • Experience supporting Mobile Device Management Software.
  • Multi Factor Authentication support.
  • Understanding of ITIL 4 Foundation


  • Active Directory
  • ITIL
  • ServiceNow
  • Tier 1
  • Tier 2

How to Apply:

Apply online at

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Location: Lafayette, LA
Date Posted: November 18, 2022
Application Deadline: December 19, 2022
Job Type: Full-time