Job Description

Help Desk Specialist, Mid-Level 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. Your future duties and responsibilities include: 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. Problem-solving: Guiding users through step-by-step solutions and providing clear instructions. 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. Required qualifications to be successful in this role include: Mid-Level - 6 years' direct experience. Education: In addition, shall possess a Master's 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 Bachelor's 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 Master's degree. Security Clearance: TS/SCI with CI Poly. 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. Compensation for this role is estimated to be $69,700.00 - $150,800.00. CGI Federal's 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, and wellness and well-being programs. Life at CGI is rooted in ownership, teamwork, respect, and belonging. 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. 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 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. CGI provides reasonable accommodations to qualified individuals with disabilities. Virginia Staffing

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