IT Support Technician


IT Support Technician


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.


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.


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


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

How to Apply:

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Location: Lafayette, LA
Date Posted: May 19, 2023
Application Deadline: June 20, 2023
Job Type: Full-time