IT Support Technician

About the role

CGI Federal is looking for a motivated Service Desk professional to join its cloud computing team. You will provide Tier 1‑2 support for government and commercial contracts, helping users resolve infrastructure issues quickly and efficiently.

Key responsibilities

• Provide Tier 1‑2 cloud infrastructure support, aiming for first‑contact resolution.
• Troubleshoot access and credential problems, including password resets, account lockouts, SSO and MFA.
• Manage and update service tickets daily with accurate documentation and timely escalation.
• Process user access requests in line with security and compliance policies.
• Log all interactions and system activities in the ticketing system.
• Use incident management and monitoring tools to analyze, triage and resolve issues.
• Identify trends, recurring problems and recommend process improvements.
• Contribute to knowledge‑base articles and support team onboarding.

Required profile

• Associate degree or equivalent.
• At least three years of experience in a technical support or service‑desk environment.
• Strong customer‑service orientation with clear, professional communication.
• Ability to work in a fast‑paced, collaborative team setting.

Required skills

• Microsoft Active Directory
• Single Sign‑On (SSO) and Multi‑Factor Authentication (MFA)
• Ticketing systems (incident management)
• Cloud infrastructure support

What we offer

• Exposure to industry‑leading tools and modern cloud technologies.
• Opportunities for growth within a large, innovative organization.
• Hybrid work model with core hours Monday‑Friday, 6 AM‑3 PM CST.