IT Support Technician

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IT Support Technician

@ CGI

Position Description:

• Great opportunity to get your foot in the door of a global IT company.
• CGI Federal is seeking an experienced, self-motivated Service Desk professional with broad technical skills to support our cloud computing environment.
• The Service Desk provides technical and troubleshooting assistance related to support of the infrastructure for our customers.
• 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 providing support for many US Government and commercial contracts.
• Working hours for this positions are Monday through Friday, 7 AM to 4 PM CST.

Future duties and responsibilities

• Provide Tier 1 and Tier 2 cloud infrastructure support to Cloud customers.
• Provide primary support for requests and incidents received from all sources working to resolve tickets at first contact, using tools, knowledge bases, and wikis.
• Efficiently manage service tickets ensuring that all assigned tickets and tasks for the shift are updated on a daily basis.
• Process access requests to various systems.
• Accurately enter all customer and system interactions into Service Desk ticketing application and ensure correct routing and communication of escalated events.
• Address credential issues related to password resets, account lockouts, Single Sign On, and MFA support.
• Accurately enter all customer and system interactions into Service Desk ticketing system and ensure correct routing and communication of escalated events.
• Communicate clearly both verbally and in writing.
• Utilize incident management tools in analysis and troubleshooting.
• Identify, escalate and communicate issues in a timely manner.
• Contribute to building a knowledge base centered on known incidents/defects, Frequently Asked Questions, resolved issues, applying lessons learned and previous resolutions to new incidents.
• Recommend business processes improvements on Tier 1 service desk functions.
• Other duties as assigned.

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Qualifications:

Required qualifications to be successful in this role:

• Experience providing end user support.
• Customer Service experience.
• Microsoft Active Directory knowledge or experience.
• Experience troubleshooting technical issues.
• Time management skills.
• Ability to manage multiple tasks simultaneously.
• Strong history of taking ownership and accountability of assignments.
• Understanding of the service desk lifecycle and processes.

Desired:

• Microsoft Teams knowledge and support experience.
• Experience using Jira Service Management, ServiceNow.
• Multi Factor Authentication support.
• Understanding of ITIL 4 Foundation.

Skills:

• Analytical Thinking
• Customer Service & Support
• Azure Active Directory
• Service Cloud

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How to Apply:

Apply online at https://www.cgi.com/en/careers 

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