{"schemaVersion":"jobsearcher.job.v1","id":"60de0965bd3d60c353a02aed","url":"https://jobsearcher.com/jobs/60de0965bd3d60c353a02aed","canonicalUrl":"https://jobsearcher.com/jobs/60de0965bd3d60c353a02aed","title":"Help Desk Analyst","description":"Help Desk Analyst - U.S. Citizenship Required\r\nCategory: Cyber Security\r\nMain location: United States, Virginia, Fairfax\r\nAlternate Location(s): United States, Louisiana, Lafayette\r\nPosition ID: J0726-1256\r\nEmployment Type: Full Time\r\nU.S. - CGI Federal roles - Keeping Americans safe\r\nPosition Description\r\nCGI has an exciting opportunity for a Help Desk & Change Management Analyst to support a cloud-based shared services solution delivering cybersecurity capabilities to more than 65 government agencies. This role offers the chance to work in a fast-paced environment, support a diverse customer base, and collaborate closely with cross-functional teams. The analyst will manage a wide range of user inquiries, support incident, request, change, and configuration workflows, and help ensure a high-quality support experience.\r\nThis position is located in one of CGI Federal's offices in Fairfax, VA or Lafayette, LA; however, a hybrid working model is acceptable. You will be required to work in a CGI Federal office two days per week.\r\nYour future duties and responsibilities\r\nRespond to end-user inquiries—including calls, emails, and self-service tickets—and resolve or elevate issues as needed.\r\nCreate, update, and monitor ServiceNow tickets.\r\nUse Knowledge Base articles to research, analyze, and resolve customer requests.\r\nComplete documentation, paperwork, and data entry required for support activities.\r\nProduce routine ServiceNow reports for internal and external stakeholders.\r\nContribute to new Knowledge Base content and related documentation.\r\nSupport change and configuration management processes.\r\nCollaborate with cross-functional teams to ensure efficient issue resolution and ongoing service improvement.\r\nRequired qualifications to be successful in this role\r\nU.S. citizenship is required, and a CGI background check must be passed. Ability to obtain and maintain a DHS/CISA EOD/Public Trust clearance is required.\r\nStrong interpersonal skills and a customer-focused mindset.\r\nClear and effective verbal and written communication skills.\r\nAbility to collaborate successfully across teams.\r\nExperience supporting an IT service desk or help desk environment.\r\nDesired qualifications\r\nAdditional experience in an IT service/help desk setting.\r\nExperience supporting shared-service or enterprise-scale applications.\r\nFamiliarity with cybersecurity tools and terminology.\r\nExposure to ServiceNow or similar ITSM platforms.\r\nUnderstanding of change and configuration management practices.\r\nBachelor's degree or equivalent experience.\r\nCGI 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, relevant 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 for this role in the U.S. is $79,600.00 – $194,000.00.\r\nCGI Federal's benefits are offered to eligible professionals on their first day of employment and include:\r\nCompetitive compensation\r\nComprehensive insurance options\r\nMatching contributions through the 401(k) plan and the share purchase plan\r\nPaid time off for vacation, holidays and sick time\r\nPaid parental leave\r\nLearning opportunities and tuition assistance\r\nWellness and well-being programs\r\nSkills\r\nIncident Management\r\nService Desk\r\nChange Management (T1)\r\nCyber\r\nProblem Management\r\nWhat you can expect from us\r\nTogether, as owners, let's turn meaningful insights into action.\r\nLife at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because…\r\nYou 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.\r\nYour 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.\r\nYou'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.\r\nCome join our team—one of the largest IT and business consulting services firms in the world.\r\nQualified 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 or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.\r\nCGI 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.\r\nWe 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.\r\nAll 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.\r\nCGI 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.\r\nJ-18808-Ljbffr","company":"CGI Technologies Solutions","rawCompany":"cgi technologies solutions","city":"Fairfax","state":"VA","isRemote":false,"isActive":false,"createdAt":"2026-08-08T01:30:03.814Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"921190","title":"Other General Government Support","slug":"other-general-government-support"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Help Desk Analyst","description":"Help Desk Analyst - U.S. Citizenship Required\r\nCategory: Cyber Security\r\nMain location: United States, Virginia, Fairfax\r\nAlternate Location(s): United States, Louisiana, Lafayette\r\nPosition ID: J0726-1256\r\nEmployment Type: Full Time\r\nU.S. - CGI Federal roles - Keeping Americans safe\r\nPosition Description\r\nCGI has an exciting opportunity for a Help Desk & Change Management Analyst to support a cloud-based shared services solution delivering cybersecurity capabilities to more than 65 government agencies. This role offers the chance to work in a fast-paced environment, support a diverse customer base, and collaborate closely with cross-functional teams. The analyst will manage a wide range of user inquiries, support incident, request, change, and configuration workflows, and help ensure a high-quality support experience.\r\nThis position is located in one of CGI Federal's offices in Fairfax, VA or Lafayette, LA; however, a hybrid working model is acceptable. You will be required to work in a CGI Federal office two days per week.\r\nYour future duties and responsibilities\r\nRespond to end-user inquiries—including calls, emails, and self-service tickets—and resolve or elevate issues as needed.\r\nCreate, update, and monitor ServiceNow tickets.\r\nUse Knowledge Base articles to research, analyze, and resolve customer requests.\r\nComplete documentation, paperwork, and data entry required for support activities.\r\nProduce routine ServiceNow reports for internal and external stakeholders.\r\nContribute to new Knowledge Base content and related documentation.\r\nSupport change and configuration management processes.\r\nCollaborate with cross-functional teams to ensure efficient issue resolution and ongoing service improvement.\r\nRequired qualifications to be successful in this role\r\nU.S. citizenship is required, and a CGI background check must be passed. Ability to obtain and maintain a DHS/CISA EOD/Public Trust clearance is required.\r\nStrong interpersonal skills and a customer-focused mindset.\r\nClear and effective verbal and written communication skills.\r\nAbility to collaborate successfully across teams.\r\nExperience supporting an IT service desk or help desk environment.\r\nDesired qualifications\r\nAdditional experience in an IT service/help desk setting.\r\nExperience supporting shared-service or enterprise-scale applications.\r\nFamiliarity with cybersecurity tools and terminology.\r\nExposure to ServiceNow or similar ITSM platforms.\r\nUnderstanding of change and configuration management practices.\r\nBachelor's degree or equivalent experience.\r\nCGI 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, relevant 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 for this role in the U.S. is $79,600.00 – $194,000.00.\r\nCGI Federal's benefits are offered to eligible professionals on their first day of employment and include:\r\nCompetitive compensation\r\nComprehensive insurance options\r\nMatching contributions through the 401(k) plan and the share purchase plan\r\nPaid time off for vacation, holidays and sick time\r\nPaid parental leave\r\nLearning opportunities and tuition assistance\r\nWellness and well-being programs\r\nSkills\r\nIncident Management\r\nService Desk\r\nChange Management (T1)\r\nCyber\r\nProblem Management\r\nWhat you can expect from us\r\nTogether, as owners, let's turn meaningful insights into action.\r\nLife at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because…\r\nYou 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.\r\nYour 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.\r\nYou'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.\r\nCome join our team—one of the largest IT and business consulting services firms in the world.\r\nQualified 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 or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.\r\nCGI 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.\r\nWe 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.\r\nAll 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.\r\nCGI 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.\r\nJ-18808-Ljbffr","datePosted":"2026-08-08T01:30:03.814Z","dateModified":"2026-08-08T01:30:03.814Z","hiringOrganization":{"@type":"Organization","name":"CGI Technologies Solutions","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Fairfax","addressRegion":"VA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"60de0965bd3d60c353a02aed"},"url":"https://jobsearcher.com/jobs/60de0965bd3d60c353a02aed"}}