Tier II Desktop Technician/Help Desk
Arlington, VA

Job Description

Position Description:

CGI Federal is seeking an experienced, self-motivated Tier II Desktop Technician with broad technical skills to support our client end user computing environment in the National Capital Region. This role combines strong technical first-attempt resolution skills with an emphasis on delivering the highest level of customer service and support upon escalation from a Tier I team. Must be self motivated, a team player, and able to deliver and achieve the highest level of customer service and satisfaction. Responsibilities include performing advanced troubleshooting and/or configuration of desktop/notebook computer and mobile device equipment as well as those responsibilities listed below.

Your future duties and responsibilities:

* Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
* Provide a superior level of Tier II technical support for a globally deployed end user enterprise environment
* Technical escalation point for Tier 1 IT Services Staff, and liaison with Level 3 for escalations
* Ability to achieve a superior level of ITSM ticket/request documentation for each resolved/closed request
* Anticipating user technical needs and acting proactively to meet them
* Ability to mentor or train new team members
* Author and/or significant contributor of level-2 documentation (e.g., SOPs), both user-facing and internal
* Responsible to fully document all assigned tickets to show all work performed in order to pass SLRs
* Responsible to maintain accurate CMDB entries for assigned tickets or tasks

Required qualifications to be successful in this role:

Candidate must be very proactive and comfortable working directly with users and operating a in a fast paced and ever changing environment. Candidates should possess excellent customer service, strong troubleshooting skills and the ability to work independently as well as

* 5+ years of overall work in an IT environment
* Strong troubleshooting skills
* Working knowledge of the fundamentals of network and server/desktop administration, installations, upgrades, techniques, tools, materials, and equipment
* Applies good knowledge of processes and resources required to perform analytical and technical tasks on PC systems
* CompTIA A+ or other industry related certifications
* Knowledge of a variety of Service Industry ticketing/work order generating and tracking systems
* Asset management (CMDB) experience
* VIP and/or C-level executive support experience
* US Citizenship required
* Strong all-round technical knowledge needed, e.g., Windows, Mac, iOS operating systems and hardware
* Outstanding verbal and written communication skills
* Ability to manage and prioritize multiple ticketing assignments with minimal oversight
* ACTIVE SECRET CLEARANCE REQUIRED

Desired:

Certifications for Cisco, Microsoft, A+, ITILv3 Foundations Certification, and other IT related items

#LI-EG1

Skills:

* A+ Certification
* Help Desk/IT Services
* ITIL

What you can expect from us: Build your career with us.

It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change-supporting our clients' digital journeys and offering our professionals exciting career opportunities.

At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

Learn more about CGI at www.cgi.com.

No unsolicited agency referrals please.

CGI is an equal opportunity employer.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.

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 US_Employment_Compliance@cgi.com. You will need to reference the requisition number 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 requisition number 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.

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.