IT Support Technician – Service Desk

About the role

CGI Federal is looking for an experienced, self‑motivated Service Desk professional to provide Tier 1 technical support to its members. The role involves troubleshooting hardware and software issues, handling password resets and access problems, and delivering prompt assistance to over 6,000 users.

Key responsibilities

• Provide Tier 1 user support for all CGI Federal members during assigned shifts.
• Respond to inbound tickets from multiple channels and aim to resolve issues at first contact.
• Address credential problems, including password resets, account lockouts and Single Sign‑On.
• Diagnose and resolve workstation hardware and software issues.
• Document all interactions accurately in the Service Desk ticketing system and route escalations as needed.
• Perform additional duties as assigned.

Required profile

• High school diploma (or equivalent) with at least two years of end‑user support experience.
• Strong customer‑service orientation and excellent communication skills.
• Ability to manage multiple tasks, prioritize work and take ownership of assignments.
• Familiarity with Service Desk lifecycle and processes.

Required skills

• Support for Windows workstation configurations (all versions).
• Microsoft Active Directory knowledge.
• Proficiency with Microsoft Office Suite.
• Remote desktop support experience.
• Microsoft Teams support.
• Mobile Device Management (MDM) software support.
• Multi‑Factor Authentication troubleshooting.
• Understanding of ITIL 4 Foundation concepts.

What we offer

• Hybrid working model with office presence in Lafayette, LA.
• Opportunity to work with latest industry tools and multiple COTS systems.
• Support a large user community of over 6,000 members.