IT Support Technician

IT Support Technician

Category: Service Desk / End User Services

Main location: United States, Virginia, Lebanon

Alternate Location(s): United States, Wisconsin, Wausau

United States, Texas, Belton

Position ID: J1024-0980

Employment Type: Full Time

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Position Description:

Be part of building one of the largest independent technology and business services firms in the world. 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. Join our team of professionals in our Lebanon, VA office where you will be part of the team that ensures that CGI members and clients across the US have the technology they need to complete their work. In this role, you will be supporting internal end users and external clients on a day-to-day basis by troubleshooting incoming support contacts through phone & email, imaging and deploying workstations, as well as tracking and managing hardware assets. The candidate is expected to participate in continuous process improvement as well as use their experience to enhance CGI’s ability to offer exceptional customer support.

This role must be located in Lebanon, VA, Belton, TX or Wausau, WI.

Your future duties and responsibilities:

• Primary areas of responsibility:

• The primary role is supporting incoming phone calls in a typical Help Desk environment. candidates will be taking incoming phone calls from internal and external customers during an 8 hour shift.

• Track, support, and monitor IT support requests to full resolution in a timely manner

• Act as the first line of support for end users by taking incoming phone calls, emails and chat

• The candidate will be responsible for resolving any issues with end user equipment and systems, which may involve dealing with vendors, end-users, other CGI support groups, and corporate management

• The position will require a pro-active approach including recommendations for improvements where necessary and reasonable

• The position will require tasks related to the deployment of end-user computing devices, which may include imaging workstations and end-user configuration. This will require the administrative functions of: scheduling, ticketing, shipping and receiving, tracking and reporting, and problem resolution

• Manage the physical inventory, which includes mobility devices, desktop and laptop computers, peripherals and other hardware, as approved by management

• Full documentation of physical inventory and support procedures is an expected responsibility of the position.

• Candidate must be proficient in Microsoft Excel

Required qualifications to be successful in this role:

• Minimum 3 years of experience working in an IT support role or help desk environment

• Knowledge of desktop operating systems, various software applications, hardware, networking and, internet technologies

• Exceptional attention to detail is required

• Pro-active/self-starter – must be able to work independently and in a team environment

• Experience documenting technical information into a knowledgebase and/or process documentation

• Ability to effectively communicate both verbally and written with customers, team members, and management

• Must be dedicated to the role: punctual, self-confident and completely dependable

• Fast learner with a passion for technology

• Must be able to successfully complete a government background investigation

• Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, standing and walking

• Occasional physical demands may include stooping, bending, crawling under/around objects, reaching, lifting and pushing objects of varying weights up to 40 pounds

Skill Set - Years of Experience - Proficiency Level

Customer Service - 3+ years - Proficient

Microsoft Excel - 3+ years - Proficient

IT Service Management tool (i.e Remedy, ServiceNow, Cherwell) - 3+ years - Proficient

Microsoft Outlook - 3+ years - Proficient

Asset and Configuration Management - 3+ years - Proficient

Windows OS (7/10) - 3+ years - Proficient

Macintosh - 3+ years - Proficient

SCCM - 3+ years - Proficient

Image Management - 3+ years - Proficient

End-User Device Management - 3+ years - Proficient

Endpoint Security - 3+ years - Proficient

Minimum Education Required: Associates Degree

Undergraduate degree in IT desired or comparable experience

Hands-on technical training in IT and Management disciplines

If ‘other’: High school or GED will be considered if the member has technical training and/or equivalent work experience

ADDITIONAL INFORMATION OR COMMENTS

• Work collaboratively across multiple teams to accomplish the goals of the business

• Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, standing and walking

• Frequent physical demands may include stooping, bending, crawling under/around objects, reaching, lifting and pushing objects of varying weights up to 40 pounds

CGI anticipates accepting applications for this position through October 30, 2024. “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 and 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 is $27,000 - $49,500.”

At CGI we call our professionals “members” to reinforce that all who join our team are, as owners, empowered to participate in the challenges and rewards that come from building a world-class company. CGI’s benefits include:

• Competitive base salaries

• Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees, up to a maximum, for their job category

• 401(k) Plan and Profit Participation for eligible members

• Generous holidays, vacation, and sick leave plans

• Comprehensive insurance plans that include, among other benefits, medical, dental, vision, life, disability, out-of-county emergency coverage in all countries of employment;

• Back-up child care, Pet insurance, a Member Assistance Program, a 529 college savings program, a personal financial management tool, lifestyle management programs and more

CGI anticipates accepting applications for this position through November 15, 2024.

#LI-BR1

Skills:

Leadership

Problem Management

ServiceNow

Customer Service & Support

What you can expect from us:

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, political affiliation, genetic information, height, weight, 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 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.

We make it easy to translate military experience and skills! Clickhere (https://cgi-veterans.jobs/) to be directed to our site that is dedicated to veterans and transitioning service members.

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.