IT Support Technician

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 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 and 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 can be onsite at one of the following locations: Lebanon, VA; Troy, AL or Belton, TX.

Your future duties and responsibilities:

This role supports incoming phone calls in a typical Service Desk environment.

• Take incoming phone calls from internal and external customers during an 8–10-hour shift. The US Service Desk is a 24x7 working environment and shifts can include evenings, nights and weekends.
• 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
• 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
• Demonstrate a proactive approach including recommendations for improvements where necessary and reasonable

Required qualifications to be successful in this role:

Required Qualifications to be Successful in this role
• Minimum High school or GED with relevant technical training and/or equivalent work experience. Minimum 1-3 years of experience working in an IT support role or Call Center 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

Other Information:
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, relevant training, and licensure and certifications. To support the ability to reward 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 $28,.00 - $56,.00.
CGI anticipates accepting applications for this position through February 15,.
CGI's benefits are offered to eligible professionals on their first day of employment to include:
• Competitive compensation
• Comprehensive insurance options
• Matching contributions through the (k) plan and the share purchase plan
• Paid time off for vacation, holidays, and sick time
• Paid parental leave
• Learning opportunities and tuition assistance
• Wellness and Well-being programs

Skills: