Help Desk Specialist, Senior TS/SCI with Poly REQUIRED

CGI Federal has an exciting opportunity for a Help Desk Specialist within our Intel sector advancing the national security mission through cutting edge technology. You must have a passion for keeping pace with rapidly evolving technology advancements and leveraging your knowledge on a highly collaborative team to deliver state-of-the-art capabilities. You will be responsible for providing technical support to users, acting as the first point of contact for troubleshooting hardware, software, and network issues. In essence, your responsibilities will include diagnosing problems, offering solutions, and escalating complex issues to higher-level support teams, documenting issues, maintaining records, and contributing to knowledge bases.

CGI Federal is growing its high-performance team whose members share a passion for building high-quality, scalable, advanced IT solutions in a collaborative, fast-paced, outcome-driven mission.

This position is located in our Arlington office; however, a hybrid working model is acceptable.

• First Point of Contact: Responding to user inquiries via phone, email, or chat. • Troubleshooting: Diagnosing and resolving technical issues related to hardware, software, and network connectivity. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. • Problem-solving: Guiding users through step-by-step solutions and providing clear instructions. Operates with appreciable latitude in developing methodology and presenting solutions to problems. • Escalation: Identifying and escalating complex issues to the appropriate support team. • Documentation: Recording and tracking issues, solutions, and user interactions in a ticketing system. • Knowledge Base: Contributing to the development and maintenance of a knowledge base for common issues. • Customer Service: Providing excellent customer service and maintaining a positive attitude. • Hardware/Software Support: Assisting with the installation, configuration, and troubleshooting of hardware and software. • Training: Providing basic training to users on new systems or software. • Follow-up: Ensuring timely and effective resolution of user issues and providing follow-up support.

• Senior Level - 8 years direct experience • Education: In addition, shall possess a Masters degree in an area related to the labor category from a college or university accredited by an agency recognized by the U.S. Department of Education or have Bachelors degree related to the labor category from a college or university accredited by an agency recognized by the U.S. Department of Education and an additional 2 years of related senior experience, for a total of 10 years, as a substitute to the Masters degree. • Security Clearance: TS/SCI with CI Poly • Required: Demonstrated experience serving customers who need technical assistance via phone or e-mail; troubleshooting, diagnosing, and resolving technical hardware and/or software issues, and providing quick resolution and customer service. • Highly Desired: Demonstrated experience working help desk issues in a classified environment, excellent oral and written communication skills. • Leadership: Functions as a technical expert across multiple project assignments. May supervise others. • Technical: Strong knowledge of computer hardware, software, and networks. • Troubleshooting: Ability to diagnose and resolve technical issues effectively. • Communication: Excellent verbal and written communication skills to explain technical information clearly. • Customer Service: Ability to provide excellent customer service and maintain a positive attitude. • Problem-solving: Ability to analyze problems and find effective solutions. • Time Management: Ability to prioritize tasks and manage time effectively. • Patience: Ability to remain calm and patient when dealing with frustrated users.

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 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 $78,400.00 - $190,900.00.

CGI Federals benefits are offered to eligible professionals on their first day of employment to include: • Competitive compensation • Comprehensive insurance options • Matching contributions through the 401(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

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