IT Support Tech @ CGI

Service Desk ProfessionalCGI 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 position are Monday through Friday, 7 am to 4 pm EST. This position is located in our Lafayette, LA office; however, a hybrid working model is acceptable.Your future duties and responsibilities:Provide Tier 1 user support to all CGI Federal membersProvide primary support coverage during assigned shifts by the successful and timely handling of all inbound issues received from all sourcesAddress Member requests received from all sources working to resolve tickets at first contactAddress credential issues related to password resets, account lockouts, Single Sign On, and any other access methodDiagnose, troubleshoot, and resolve general workstation issues related to hardware and softwareAccurately enter all customer and system interactions into Service Desk ticketing system and ensure correct routing and communication of escalated eventsOther duties as assignedRequired qualifications to be successful in this role:Experience providing end user support and strong customer service and people skillsExperience supporting Windows workstation configurations, all versions of WindowsMicrosoft Active Directory knowledge or experienceExperience supporting applications in Microsoft Office SuiteExperience providing remote desktop supportExperience troubleshooting technical issuesTime management skillsAbility to manage multiple tasks simultaneouslyConsistently taking ownership and accountability of assignmentsUnderstanding of the service desk lifecycle and processesHS degree and at least 2 years of experienceDesired qualifications/non essential skills required:Microsoft Teams knowledge and support experience.Experience supporting Mobile Device Management SoftwareMulti Factor Authentication supportUnderstanding of ITIL 4 FoundationSkills: Call/Contact handling, English, Service Desk, Account Mgt/Security-Technical, Diagnostics & Resolution, Process coordination